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What it means to be a 
challenger brand 
How to challenge the 
Status Quo and win 
Justin Haines 
Customer Services Direct...
“Trust is hard won 
and easily lost”
The OVO story so far…
Not energy 
Share savings 
Technology 
Being fair 
Price transparency
Get to know your 
customers?
It’s all about the quality
Word of mouth 
is invaluable
Technology – use it 
or lose them
MI & competition 
55%
Does it always go well?
To build a company 
fit for the future, you 
must be in the business 
of creating and 
maintaining trust
?
Customer Engagement Raveolution - Justin Haines
Customer Engagement Raveolution - Justin Haines
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Customer Engagement Raveolution - Justin Haines

Customer Engagement Raveolution - Justin Haines

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Customer Engagement Raveolution - Justin Haines

  1. 1. What it means to be a challenger brand How to challenge the Status Quo and win Justin Haines Customer Services Director
  2. 2. “Trust is hard won and easily lost”
  3. 3. The OVO story so far…
  4. 4. Not energy Share savings Technology Being fair Price transparency
  5. 5. Get to know your customers?
  6. 6. It’s all about the quality
  7. 7. Word of mouth is invaluable
  8. 8. Technology – use it or lose them
  9. 9. MI & competition 55%
  10. 10. Does it always go well?
  11. 11. To build a company fit for the future, you must be in the business of creating and maintaining trust
  12. 12. ?

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