No longer.
A confluence of marketplace forces has transformed the relationship between such entities and those that they serve. In an era of energy crises, deregulation, green lifestyles, and advocacy, the customer is king.
CCMC’s voice of the customer analytics are helping leaders in this sector adapt to and thrive in a more customer-centric marketplace. We’re working closely with:
- Electricity providers
- Natural gas providers
- Water companies
- Oil/petroleum companies
- Industrial chemical producers
Does your company know what matters most to customers and the bottom-line payback for delivering against those key drivers of the customer experience? CCMC has an acclaimed and results-based legacy of helping companies across the energy, chemicals, and utilities sector listen to the voice of the customer and realize the benefits of delivering a better customer experience.
We’re collaborating with clients in the energy, chemicals, and utilities sector on: »
- In depth satisfaction and loyalty surveys that
- Identify the key drivers of customer satisfaction and loyalty
- Pinpoint competitive advantages and disadvantages
- Define the image and brand of the company/organization
- Quantify the perception and awareness of existing products and services, as well as the feasibility of new offerings
- Identify the causes for lost customers
- Intensive, one-to-one interviews with C-level decision makers
- Customer satisfaction and loyalty tracking programs that improve the customer experience, increase customer loyalty, and promote positive word-of-mouth advertising in the marketplace
- Syndicated surveys to benchmark customer industry perceptions/satisfaction with the industry
- Customer care assessments that engineer best practices in service excellence across touch points
- Customer care training programs to enhance the communication skills of customer-facing staff