All customers want safe and reliable energy and water, but their values diverge after that. For example, McKinsey described the different residential utility customer attitudes about energy efficiency.* Their research uncovered five categories of customer attitudes:
Source: David Frankel, Stefan Heck & Humayun Tai. “Using a consumer-segmentation approach to make energy-efficiency gains in the residential market,” McKinsey & Company 2013 p. 4.
Utilities need to tailor the customer experience using customer data. One-size-fits-all won’t work for communications anymore. Customer interests differ. It’s not that hard to look at this graph and think of communications that will delight one group, and annoy, or escape notice by, others.
Brilliency provides data from a utility's customers based on their preferences, behavior and interactions. We remove the customer experience blindfold imposed by legacy utility business models and outmoded utility communication channels. We allow utilities to communicate with each customer in terms of actual interests and values. We can help utilities engage customers based on their environmental, technological, financial or other interests and values — and ones unique to your customers. See how.