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Trends from the New Energy Consumer: Getting Instant Everything from Energy Providers

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Trends from the New Energy Consumer: Getting Instant Everything from Energy Providers

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Energy consumers value services that are fast, simple and effortless, making their lives easier. Learn about Instant Everything from Accenture’s 2016 New Energy Consumer research.

Energy consumers value services that are fast, simple and effortless, making their lives easier. Learn about Instant Everything from Accenture’s 2016 New Energy Consumer research.

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Trends from the New Energy Consumer: Getting Instant Everything from Energy Providers

  1. 1. The New Energy Consumer: Trends Shaping the Energy Ecosystem Getting Instant Everything from Energy Providers
  2. 2. What is INSTANT EVERYTHING? Energy consumers value services that are fast, simple and effortless, making their lives easier. They want to be served on their own terms—anytime, anywhere.
  3. 3. What consumer experience in one industry sets the bar and shapes expectations for all experiences Consumer expectations are LIQUID Copyright © 2016 Accenture All rights reserved. 3 9 65 26 6 63 31 8 64 28 8 63 29 9 67 24 7 65 28 Level of digital customer service expected from energy provider vs. other industries Consumer electronics company Home monitoring company Bank Online site Phone, cable or internet provider Traditional retailer Lower % The same % Higher % 9 65 26 6 63 31 8 64 28 8 63 29 9 67 24 7 65 28
  4. 4. People are now continuously online, moving seamlessly among the Web, telephony, social media and messaging across multiple devices.
  5. 5. Copyright © 2016 Accenture All rights reserved. 5 2015 % interacted 2016 Phone with a representative 54% Paper mail 48% Online portal-website 43% Email 41% In person in a store 32% Online with a representative 27% Phone using menu options 43% In person at your home 38% SMS-text message 28% Mobile application 27% Not interacted 21% Using social media 26% Cross-channel interactions are on the rise +7pts +7pts - +2pts +3pts +6pts +10pts +9pts +6pts +7pts +4pts 47% 41% 43% 39% 29% 21% 33% 29% 22% 20% 22%
  6. 6. A SEAMLESS one that delivers appropriate functionality in a simple, intuitive and highly responsive manner What types of experiences do consumers want? Copyright © 2016 Accenture All rights reserved. 6 92% 92% 88% CONSISTENT EFFORTLESS INTUITIVE % of consumers stating these types of experiences are important when interacting with their energy providers. The customer experience is the same whatever channel you use It is easy to complete transactions whatever channel you use It is easy to navigate from one interaction channel to another
  7. 7. Copyright © 2016 Accenture All rights reserved. 7 What is at stake for energy providers? A SEAMLESS customer experience is foundational for energy consumers 83% of consumers said it would negatively impact their customer satisfaction if their energy provider was not able to provide a seamless experience 77% of consumers would be discouraged to sign up for additional products and services if their energy provider was not able to provide a seamless experience SATISFACTION VALUE +
  8. 8. Copyright © 2016 Accenture All rights reserved. 8 Even in the digital world, customer satisfaction is still heavily anchored on basic factors: At the same time energy providers must continue to get the basics right 95% Consistently gets my bill correct 95% Provides me with reliable energy delivery 94% Provides clear and easy-to-understand pricing information 93% Provides me with efficient customer service
  9. 9. Simplicity wins To address the desire for ease and effortlessness, energy providers need to rethink development approaches to focus on streamlining the entire customer experience.
  10. 10. The art of mastering interaction By simplifying contact, providers can create an environment where consumers become accustomed to repeatable interactions—forming new habits.
  11. 11. But providers should not view simplification as a tool for making business easier for them. Rather, they need to reshape the customer interaction model to reflect the consumer’s world—not the utility’s.
  12. 12. Consumers’ desire for simple, low-effort services does not mean they want oversimplified solutions. They want service both ways—simple but with the thrill of discovery.
  13. 13. 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. About Accenture Copyright © 2016 Accenture All rights reserved. 13 Twitter: @Accenture_Util LinkedIn: Accenture Utilities Follow Us Learn more about the latest New Energy Consumer research at: http://www.accenture.com/ newenergyconsumer2016 For more information on the Accenture utilities, visit http://www.accenture.com/utilities Visit

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