Ce diaporama a bien été signalé.
Le téléchargement de votre SlideShare est en cours. ×

The New Energy Consumer: Driving Engagement and Satisfaction with an Enhanced Digital Customer Experience

Publicité
Publicité
Publicité
Publicité
Publicité
Publicité
Publicité
Publicité
Publicité
Publicité

Consultez-les par la suite

1 sur 9 Publicité
Publicité

Plus De Contenu Connexe

Diaporamas pour vous (20)

Les utilisateurs ont également aimé (13)

Publicité

Similaire à The New Energy Consumer: Driving Engagement and Satisfaction with an Enhanced Digital Customer Experience (20)

Plus par accenture (20)

Publicité

Plus récents (20)

The New Energy Consumer: Driving Engagement and Satisfaction with an Enhanced Digital Customer Experience

  1. 1. The New Energy Consumer Driving engagement and satisfaction with an enhanced digital customer experience
  2. 2. 2Copyright © 2016 Accenture All rights reserved. Consumers are increasingly connected, mobile and social. Digital connectivity is part of consumers daily lives—more than three quarters in developed countries use the internet.1 More than 1 billion consumers have smartphones and 75 percent in developed countries have mobile web access.2 Nearly half of consumers use social media to learn about providers and brands.3 1 http://www.un.org/apps/news/story.asp?NewsID=47729#.VbhUFvlViko 2 http://www.emarketer.com/Article/Smartphone-Users-Worldwide-Will-Total-175-Billion-2014/1010536 3 http://www.iga.com/uploadedFiles/Alliance/B5-Resources/Nielsen/Studies/Nielsen%20Social%20Media%20Report%202012_FINAL.PDF
  3. 3. For the next generation of energy consumers, digital is not a channel but a way of life 3Copyright © 2016 Accenture All rights reserved. 50% prefer mobile/web across seven of nine primary interactions with their energy providers 70% prefer self-service for energy services interactions 50% 18-34 year olds would like to use social media credentials to log on their energy provider account Source: Accenture New Energy Consumer Research 2014
  4. 4. 70% experience challenges while interacting through their energy providers digital channels 41% believe their digital experience with their energy providers is more difficult than with other types of providers 4Copyright © 2016 Accenture All rights reserved. Yet, consumers still face challenges with the digital experience with their energy providers Source: Accenture New Energy Consumer Research 2014
  5. 5. 5Copyright © 2016 Accenture All rights reserved. Source: Accenture New Energy Consumer Research 2014 12% 13% 13% 14% 14% 15% 17% 24% 24% 24% Provided inconsistent information Did not provide a fun or interesting experience Was not visually appealing Was not personalized to your preferences Did not function properly Was too complicated to use Was not user friendly or intuitive Loading took too long Made it hard to find what you were looking for Did not display properly on your device Consumers who experienced challenges while interacting through their energy providers’ digital channels 65% Energy consumers have a wide range of digital dissatisfiers that need to be addressed
  6. 6. 42% You delete or stop using applications after a few tries (1-4 times) 53% Did not do what you wanted 42% Limited functionality 40% Sent you too many notifications 35% Too slow For mobile applications, first impressions are critical. Energy consumers will delete or stop using applications if they’re not user friendly. 6Copyright © 2016 Accenture All rights reserved. Given this consumer behavior, energy providers should incorporate the tenants of service design into their offerings. Source: Accenture New Energy Consumer Research 2015.
  7. 7. So, what does a great digital customer experience look like? 7Copyright © 2016 Accenture All rights reserved.
  8. 8. 8Copyright © 2016 Accenture All rights reserved. Consumers need to see, touch and feel exceptional experiences every day when they control their energy and manage their everyday lives. An enhanced digital customer experience will drive engagement and satisfaction. Broad functionality and consistency across digital channels Personalized experience with relevant messaging and offers Easy and fast to access information and transactions User-friendly design and messaging Flexible Enjoyable and fun to use Social Service on the spot Transparent and proactive issue resolution • Users can find information and perform most transactions across all channels with consistency • Information is only a few clicks away and transactions occur seamlessly • Site includes infographics, videos, and diagrams and avoids jargon • Customers are able to design their own experience with content and communications • Customer forums and social media issue resolution are included • Gamification and rewards programs make it fun to visit the site again and again • Site addresses issues and questions before they arise with outage information and usage insights • Customers are recognized and communications and offers are relevant • Virtual assistants and live chat make it easier to search for a topic or answer a question immediately
  9. 9. 9 Follow Us Twitter: @Accenture_Util LinkedIn: Accenture Utilities Visit www.accenture.com/newenergyconsumer2015 About Accenture Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network— Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com. 9Copyright © 2016 Accenture All rights reserved.

Notes de l'éditeur

  • NEC 2014
  • NEC 2014
  • NEC 2015
  • NEC 2014

×