By Nicola Millard, Customer Experience Futurologist BT
Customers never contact you to say thank you. Some would say that’s ungrateful of them but, when it comes to water and power, we expect things to work at the flick of a switch or the turn of a tap.
In fact, utilities are services that we only realise we have, when we don’t! The product is either all or nothing. It can’t really be physically differentiated (peppermint water on tap anyone?) In fact the only thing we tend to notice is the money that gets taken from our accounts on a very regular basis. [Read more...]