Walking in Our Customers’ Shoes

A little while ago one of my colleagues asked me to write a blog post about what we are doing to improve customer experience at Direct Energy. I have to admit, my first reaction was a slight sense of dread – neither I nor anyone on my team has ever written a blog before. But then we got to talking and realized we were being handed a golden opportunity to have a conversation with energy consumers about what we’re up to, and get your honest reaction. And those kinds of conversations with customers are what the Customer Experience Team is all about!

Since this is the first post you’re seeing from me or anyone else on the Customer Experience Team, I thought I’d start by telling you a bit about us and what we do. We formed as a team last spring, and we’re focused on driving a great customer experience at those points where it matters most to our customers. Those of us on the Customer Experience team are passionate (to the point of obsessive!) about what we do for two reasons:

1) we’re customers too, we don’t settle for a less than great experience from anyone we do business with, and we don’t think you should have to either, and

2) it makes great business sense to make customers happy so you want stay with us longer and buy more of our products.

One of the things we’ve learned is that in order to create a great customer experience, you need to look at it through eyes of the customer. In the end,  our own opinions and ideas don’t matter one bit if they don’t work for you.  So we spend a lot of time trying to get into our customer’s shoes. That means you’ll often find us interviewing customers, listening to service phone calls, walking door-to-door with sales agents, and pouring over all the comments people send to us. We take everything we learn – the good, the bad, and the ugly – and use it as inspiration for new ideas that would create more meaningful experiences for our customers.

Now, I’m not going to sit here and tell you the experience we offer right now is always fantastic. But we’re working really hard to get there, and we’ve got a lot of support from colleagues across all of Direct Energy.  We’ve already come up with lots of ideas that we’re trialing to make sure we get them right before rolling them out to all customers.

Over the coming months, my team-mates and I will make a point to share with you what we’re learning from walking in our customers’ shoes, the ideas we’re trying, and changes we make. I hope you’ll share with us a bit about your experience, too – as customers of Direct Energy, or customers of other companies for that matter. Tell us what wows you, and the things that disappoint – we’ll learn from it, I promise!