How To Love a Customer

How to build customer love when you only get one shot per month | Abdul Khaled (Head of CX & Digital Product, E.O.N. Next)

In this episode, Abdul Khaled from E.O.N. Next reveals how they cracked the code on customer engagement in one of the world's most boring industries - energy. With customers only engaging once per month when they receive their bill, E.O.N. Next had to make that single touchpoint count, transforming complaints about high bills into opportunities for deeper customer relationships.
Abdul shares the fascinating detective work that uncovered the real reason behind billing complaints: disconnected smart meters that customers didn't even know were broken. By digging beyond the obvious and creating simple solutions like automated alerts and step-by-step meter reading guides, they achieved a 75% increase in customer engagement and proved that even utility companies can create experiences that customers actually care about. This episode is packed with insights on root cause analysis, rapid iteration with real customers, and building customer-centric teams that can move at startup speed within a massive corporation.
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