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Customers whose initial needs are met call less and require less follow up (call centers, field calls, letters, complaints). Caution: different types of customers have different needs, values and expectations.
Understand how a more efficient call intake process reduces the cost of the contact center department.
Understand how reputation and brand trust impacts costs and creates the potential for larger ROI.
High customer experience scores and vocal customer advocacy position the company for smoother rate case approval. Success factor: strong numbers and compelling narrative from the customer’ viewpoint.
Performance Based Regulation drives affordability, carbon-reduction, and aligns regulatory ...
Learn how a great Customer Satisfaction Score (CSAT) impacts the rates of public utilities in Maine.
Being in a positive dialogue and relationship with customers means companies hear richer, more candid, more real-time customer feedback, enabling water company to get ahead, rather than catch up.
This describes quick research methods that can provide exploratory or focused insights ...
CX is the sum of all customer touch-points with a company, and
touchpoints breakdown into:
The product (water) that you supply
The stewardship you have in managing the product
How you publicly speak about yourself and to the customer
How your service handles direct needs of the customer
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Explore the community forum to get answers to your questions, share your own expertise, and learn from other CX professionals within NAWC.
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