Full Title: Shaping the right experience: The customer conundrum in the utilities industry
Author(s): Earl Simpkins and Josh Stillman
Publisher(s): PricewaterhouseCoopers
Publication Date: October 1, 2014
Full Text: Download Resource
Description (excerpt):
Consumers have become accustomed to a certain level of service from other industries, but utilities haven’t kept up. For years, consumers have been satisfied with stable power costs and avoiding power outages, but now they demand better and more tailored service. Whether large or small, regulated or unregulated, utilities must ask themselves how they will define the right experience for their customers, balancing customer needs and financial limitations.