The relationship between energy providers and customers can seem like a simple contract and be taken for granted. However, in liberated markets with pressure to justify tariffs and meet green obligations, energy providers must engage customers proactively to add value to the core energy product. The bonus is a chance to improve retention.

The first priority for energy companies tends to be management of huge infrastructures and systems – not customers. Bills are paid and energy flows – until the bill feels too high or something goes wrong. At these times, if an energy company has no equity with customers, they risk losing them.

Understanding energy as a service is an opportunity for providers to take control of their markets by creating new conversations with customers that add value. Proactive engagement with customers on issues that matter to them, like costs or comfort, builds trust and keeps them committed through thick and thin.

More on Energy
Experience

The (non) experience of energy customers

The energy market in Western Europe is changing. As more energy providers enter the market, competition gets tougher and customer acquisition costs…

Read more
Residential

Home maintenance 2.0

Our homes are our biggest asset and outlay. Interestingly, the way we maintain and care for them has barely changed for decades….

Read more
Smart meters

Connect to something bigger

Over the coming years, homes and businesses will be encouraged to upgrade to smart energy meters. Smart meters can communicate energy use…

Read more