Driven by technological evolutions like smart meters/homes and increasing customer bargaining power, Energy suppliers are facing big challenges in offering value for money to their customers. Selling gas and electricity at low price is no longer sufficient to acquire new customers. Even if this is a potential threat for established players, it also opens windows of opportunities for companies which understand changing customer expectations and adapt their Customer Service strategy accordingly.
Energy suppliers should focus on personalized and integrated customer communication via different channels including Mobile and Social Media. Next to that, they must shift from the classic role of energy supplier to the role of energy coach.