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Andrew Franklin - E.ON Update: It’s Less about Cost-Cutting, More about Customer Satisfaction
Andrew Franklin - E.ON Update: It’s Less about Cost-Cutting, More about Customer Satisfaction
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Andrew Franklin - E.ON Update: It’s Less about Cost-Cutting, More about Customer Satisfaction

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Andrew Franklin, Head of Experience Design at E.ON UK, joins Helen Winsor of Customer Management IQ to discuss the company’s greatest customer experience and service achievement, challenges along the …

Andrew Franklin, Head of Experience Design at E.ON UK, joins Helen Winsor of Customer Management IQ to discuss the company’s greatest customer experience and service achievement, challenges along the way and top tips to overcome them. He also reflects on changes in the customer experience frameworks for utilities and in regulation and policy are affecting customer service and experience within UK utilities. Another area touched upon by the interview is smart metering and how E.ON UK is approaching this development. Finally, Andrew talks about what customers are looking for from the energy providers in terms of customer service and gives some examples of what he regards as inspirational companies who are doing well at providing a good customer experience.

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  • 1. E.ON Update: It’s Less about Cost-Cutting, More about Customer SatisfactionAndrew Franklin, Head of Experience Design at E.ON UK, joins Helen Winsor of Customer Management IQ to discuss the company’s greatest customer experience and service achievement, challenges along the way and top tips to overcome them. He also reflects on changes in the customer experience frameworks for utilities and in regulation and policy are affecting customer service and experience within UK utilities. Another area touched upon by the interview is smart metering and how E.ON UK is approaching this development. Finally, Andrew talks about what customers are looking for from the energy providers in terms of customer service and gives some examples of what he regards as inspirational companies who are doing well at providing a good customer experience.Customer Management IQ: Thanks for joining us today Andrew. First of all, what would yousay has been E.ON UKs greatest customer experience and service achievement to date?A Franklin: I think without doubt that is our Reset programme. Its a programme that welaunched in autumn 2011 and it was really all about resetting the relationship that we havewith our customers. We were getting it wrong in a number of areas and so we set up theprogramme to focus on the needs of customers and reset our relationship by putting thingsright.Customers had said to us their bills were too complicated and they were too long. So its nowtwo pages and its very straightforward. Customers said that we were too quick to increaseprices when the market costs increased. So we introduced a guarantee to not increase pricesin 2012 and we were the only major energy supplier not to do so. Customers said our rangeof products was overwhelming and unclear. And so we simplified our range to a choice of justfive products.And the programme carried on with lots of further changes planned in this year. And we knowweve been making a difference because at the end of last year we were voted as numberone in the uSwitch.com energy survey for customer satisfaction. Plus we came top in certainother categories too.Customer Management IQ: And what are your three biggest challenges in your customerexperience projects moving into 2013 and why?To download this interview in full please click here:http://www.customerexperienceutilities.com/MediaCenter.aspxRelated Event: The Customer Experience Management for Utilities Conference 2013 will behosted from 29-30 April in London. For more details, please visit the website:www.customerexperienceutilities.com call: 0207 368 9300 or email: enquire@iqpc.co.uk. 1
  • 2. IQPCPlease note that we do all we can to ensure accuracy within the translation to word of audio interviews but that errors may stillunderstandably occur in some cases. If you believe that a serious inaccuracy has been made within the text, please contact +44(0) 207 368 9425 or email helen.winsor@iqpc.co.uk. 2

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