Ilkka Huotelin
Differentiating in The Energy Retail Market with Customer Experience
Electricity and gas are some of the most commoditised products that are in the market. What one gets from the socket is of the same specification and the same quality – 230 V and 50 Hz in Europe, for instance, - and the local...
Weakest links in CX chain – partners
Companies and organisations want to manage the customer experience they provide, but only few can deliver their products and services completely on their own. The rest have to or have chosen to outsource parts to different subcontractors or partners. This helps to grow the...
To fix your shortcomings you have to know your customer
Having inferior product or service is not a goal for any company, but even the best organisation sometimes fails to deliver as planned. For these occasions, it is good to understand each customers’ preferences and sensitiveness, so that you know how critical the failure...
What you sell is not what your customers buy
We often assume that what we sell is the exactly what our customers buy, but it is not often so as we will see. If there is a mismatch between us and the customer in the product expectations, surely there must be also a...