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Industries - Energy and Mining - Utilities

Turning on utility customer loyalty Bain’s study on customer loyalty reveals the most common reasons for staying or leaving.

Only a few years ago, utilities didn’t worry much about customer loyalty because their customers had little or no choice in their power supplier. Liberalization has changed all that. Now that consumers can switch from one utility company to another in many European countries, executives in the industry pay more attention to customer loyalty. In fact, customer loyalty has become critical for utilities at a time when margins are under pressure and customer acquisition costs and churn rates are rising. 2012 pdf






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Status: 12. März 2013