Client Story

Energized Against Churn

An energy provider reduced subscriber
turnover by becoming customer-centric.

The Challenge

An energy market in constant flux

The Australian energy market has many different suppliers, all battling to win over their competitors' customers; some households switch once a year. One of the country's biggest suppliers decided that the best way to stop defections was to switch from a product-centered approach to the business to one that focused on customers.

Our Solution

Find the "Moments of Truth"

We were hired to create a customer experience strategy, one that included a roadmap for each of three retail segments: residential, small-to-medium enterprises, and commercial and industrial. After conducting workshops inside and outside the company, we created a master plan for a more customer-centric company, one that identified the client's specific opportunities to interact with its customers and improve relations.

The Results

A workforce united behind a clear customer roadmap

We quickly found areas where existing customer support was falling short. For example, a quarter of all new customers never received their welcome packs in the mail, simply because they were too big for most mailboxes. The overall roadmap ended up with 31 specific initiatives to improve the customer experience, affecting all parts of the company. These included 20 "quick win" customer interaction opportunities. The entire workforce is completely on board with the plan and enthusiastic about its new approach to customers.


CX improvement
areas identified


“quick win”
mapped out

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