Christina Corcoran

Join the Utility 2030 Collaborative’s CX Incubator to Advance in the Direction of the Amazon Experience

Last week I visited Amazon to place an order for dog treats. My bulldog, Hank, loves a particular brand. Aside from my local pet store chain, Amazon is the only other place that sells them. 

Why don’t I just get in my car and go to the pet store when I run out, instead of ordering online at Amazon?  The answer lies in the customer experience (CX) I receive when I do business with Amazon via their website or app. Amazon stands out because it allows me to:

  • Get a larger container of treats for about the same price as a smaller container I would get from the store;
  • Order dog treats and other items on a subscription basis so we never run out;
  • Have confidence that my orders arrive on my front doorstep, rain or shine;
  • Learn about new relevant products during the ordering process through Amazon’s recommendations; and
  • Quickly resolve order issues.

As a consumer, I’m now desiring to have these types of experiences with all companies I give my business to, including my utility. And I’m not the only one.

Interview: The Relationship Between Customer-centricity & Customer Experience (CX)

Blake Morgan, a writer for Forbes, says customer-centricity is one of the biggest, competitive advantages a company can have. “Instead of competing on price, more than two-thirds of companies now compete mostly on the base of customer experience,” she wrote in the article, “The 10 Most Customer-Obsessed Companies Of 2019.”

The Regulated Utility: Emerging Business Models for Offering New Products, Programs & Services

Until recently, the traditional regulated #utility model for simultaneously collecting #revenue and keeping customers happy had been steady since the birth of the #grid. At the most basic level, a utility customer would use a particular amount of a commodity—#electricity, #gas, #water, and/or #wastewater services, receive a monthly bill based on usage and submit a payment. As long as the bill was correct, call center agents were available when it wasn’t, and service was uninterrupted, utilities didn’t have to fret over revenue or customers.