By now you’ve likely heard what’s been dubbed the “the worst customer service call ever heard” between a Comcast service representative and Ryan Block, an executive at AOL. Block’s resolve to cancel was calm and unwavering; the customer service agent’s persistence was uncomfortably aggressive.
There are myriad strategies to retaining a customer who is looking to switch away. The most successful ones focus on listening and respecting each customer’s individual needs and preferences.
TXU Energy attributes its success to a culture that puts the customer first, ensuring that employees feel a sense of responsibility and ownership for each and every experience customers have with the company. Listening to customer feedback and delivering on the promise of the brand in every interaction – no matter how big or small – is invaluable.
TXU Energy solicits responses constantly through every part of the business and creates opportunities for feedback through avenues like the company’s Customer Listening Program, which allows it to routinely evaluate the effectiveness of business practices. The Customer Listening Program requires senior management – and invites all employees – to listen to customer calls on a regular and ongoing basis. It has uncovered opportunities to deliver better service and better customer experiences, which contribute to overall success.
Many improvements have resulted from customer feedback like: a friendlier IVR system that gives customers faster service; easier billing and payment processes; and new products and services tailored more closely to the way customers buy and use electricity.
By prioritizing customer feedback, the company has seen significant improvement in overall customer satisfaction.
When customers talk, TXU Energy listens.