Treating Customers Like Assets: Three Steps | Blog | EnSight+

The importance of providing a good customer experience is one of those things that all businesses know. But until you see a stat like this one from American experience management company Qualtrics, it’s hard to grasp just how important it really is: “Nearly 90% of consumers who give a company a ‘very good’ customer experience rating are likely to trust a company to take care of their needs.”

Treating customers as if they were an invaluable asset is at the core of providing a good service experience. As more options come available in the utility marketplace, this mindset is essential for those utilities who wish to both add new customers and retain those they currently have. Here are three steps utilities can take to prioritize those relationships and treat customers like assets.

Personalize customers’ experiences

When it comes to the experiences of your customers, one size does not fit all. Customers are likely to have different needs, consume different products and at different times, and make payments using different methods. Showing how much they value and respect them, utilities will be delivering personalized service that’s bespoke to the customer.

Related: The Importance of Customer Care at EnSight+

This sort of commitment shouldn’t imply that you have to stretch your employees or resources thin. Rather, it means that you provide options. Instead of just having an online payment portal, for example, you take credit cards over the phone for those lacking Internet access. This same tactic can be used for content creation. Utilities delivering custom newsletters or emails with tips around product consumption during peak periods like holidays.

Related: Four Reasons Your Utility Should Move to Software

Learn who your customers are and what they want

Before you can personalize those experiences, you’ll need to investigate who your customers are and how they use your product. The first step is to analyze existing data. Scan for the usual peak usage periods, but keep your eyes peeled for any times that might surprise you. It’s also vital that you review where your customers are located and when they signed up for service. Helping to identify any geographic areas that have recently exploded in population.

Outside of the data at your fingertips, don’t be shy about surveying customers on their wants and needs. Customers usually won’t mind answering a brief survey online or over the phone.  Provided they feel their answers will be acknowledged and make a difference.

Related: How Does Technology Improve Customer Service?

Solve problems and close the loop

No matter how well-run your utility is, it’s inevitable that customers will occasionally have problems.  What really matters, and what indicates that you’re committed to treating customers as an asset, is to solve those problems. A dedication to customer service and providing an optimal customer experience can help your business grow by as much as nearly 10% in revenue above the market.

To put a final bow on that interaction, be sure to follow up either by phone or email. If all is well, the customer should be delighted to give you the good news. If there’s work to be done, this gives you another opportunity to make the most out of a bad situation.
Related: Vendor Evaluation: Ask These 5 Questions Before the Job Begins

Field service management software helps utilities deliver better service and experiences

While some think of field service management software just as a way to better operate the business, a well-rounded solution like what EnSight+ offers can help utilities treat their customers as assets. Our platform encourages communication, enhances scheduling and route planning, and improves first-time fix rates. To learn how we can help you better serve your customers, book a demo today.


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