using price as their main competitive weapon.
However,
the cost of acquiring customers has gone up.
Even with
the most favourable business models, companies do not
recover the cost of acquiring new customers for several
years.
The costs justify only if...
More
using price as their main competitive weapon.
However,
the cost of acquiring customers has gone up.
Even with
the most favourable business models, companies do not
recover the cost of acquiring new customers for several
years.
The costs justify only if the energy company is able
to retain customers for a long period of time.
The pricing
promise wanes fast if customer service is unsatisfactory.
By no means can pricing substitute sound
customer service.
A study conducted in the US by global marketing
information services company J.
D.
Power and Associates
(J.
D.
Power and Associates 2010 Electric Utility
Residential Customer Satisfaction StudySM) showed how
communication played a big part in raising customer
satisfaction levels.
The study found that though outages
had a negative impact on customer satisfaction, detailed
and accurate communication helped mitigate decline in
satisfaction, or sometimes even increased customer
satisfaction.
The study also revealed how it helps to k
Less
