Join Us September 17, 2014 at 1:00PM EST
With the proliferation of options, products and offerings utilities are quickly bringing to market, the product experience has become an important customer area of management. Most utilities are seeking bundling of offerings into consolidated and efficient messaging, leveraging technology to create a better service experience, designing products to fit consumer segment needs and enhancing products they are already offering. Some of these management approaches have garnered great customer acceptance and provided greater customer engagement with the utility. However, utility success at managing the product experience has been mixed. Market Strategies’ Utility Trusted Brand & Customer Engagement study reports a 200-point difference between the highest scoring and lowest scoring utilities on the product experience based upon residential customer feedback.
This webinar will identify how to optimize the three areas of product experience—product design, benefits awareness and usage—to create stronger customer relationships. In addition, it will highlight some of the best market practices that you can apply at your utility to create world-class product experiences.
About Your Webinar Presenter
Senior Vice President, Market Strategies International
With more than 25 years of executive management experience in the energy and financial services sectors, Chris manages the development and delivery of syndicated studies, custom research, best practices and advisory services at Market Strategies International. Throughout his career, Chris has earned a reputation as a customer experience thought leader by helping clients improve the way they develop, deliver, engage and satisfy customers with their programs, brands and other initiatives. Before Market Strategies, Chris spent 12 years as senior director and co-founder of the energy practice at J.D. Power and Associates, where he led nationwide syndicated and proprietary customer satisfaction research and advisory services for consumer and commercial markets.