Huntsville Utilities Knows How to Win Back Customers
Lisa Schulte

When Huntsville Utilities’ customers began driving to its office because it was quicker than calling customer service, the utility knew it needed to make some changes.

At the 2017 E Source Forum, customer service manager Kim Torres explained the tactics Huntsville Utilities used to rebuild its relationship with customers and prioritize customer experience (CX) moving forward. Her advice for other utilities?

  • Take every department along in the CX journey
  • Remember that small changes can have a big impact
  • Be prepared that the innovations and technologies that customers think are exciting today will be expected tomorrow
 
Attitudes and perceptions Contact center External communications Customer experience Customer satisfaction Billing Crisis and emergency Customer information system (CIS)