Smart meters represent a fork in the road for energy suppliers; engage with customers now and build value-added experiences that re-energise the supplier-consumer relationship, or do nothing and run the risk of third parties exploiting customer data and further eroding brand loyalty.
A number of scenarios were presented to typical UK energy consumers to explore their potential impact.
The implications being that energy suppliers need to think and act now about how they will use smart meter data to strengthen and deepen customer relationships using the clues in this report. To do this, supply companies need to quickly promote customer experience to being a senior discipline.
Download 'Smart meters the customer's view' (pdf)
Author: Roger Smithers