Share this page
Search
-
Recent Posts
Matt on Twitter
Tweets by matt_sims1Categories
May 2024 M T W T F S S 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 -
Join 303 other subscribers
- advertising
- agent
- amazon
- app
- apple
- award
- bank
- banking
- blog
- brand
- broadband
- bt
- call centre
- channel
- communication
- complaint
- contact centre
- content
- customer
- customer experience
- customer service
- custserv
- CX
- data
- EE
- energy
- engagement
- experience
- financial services
- forbes
- government
- high street
- hr
- innovation
- internet
- london
- loyalty
- marketing
- media
- mobile
- multichannel
- netflix
- network
- NOA
- olympic
- omnichannel
- online
- outsourcing
- phone
- research
- retail
- sales
- service
- shopping
- Sky
- social media
- social network
- social networking
- strategy
- survey
- technology
- telco
- telecoms
- teleperformance
- tripadvisor
- tv
- uk
- utilities
- virgin
- vodafone
Archives
- January 2017
- December 2016
- November 2016
- October 2016
- September 2016
- August 2016
- July 2016
- June 2016
- May 2016
- April 2016
- March 2016
- February 2016
- January 2016
- December 2015
- November 2015
- October 2015
- September 2015
- August 2015
- July 2015
- June 2015
- May 2015
- April 2015
- March 2015
- February 2015
- January 2015
- December 2014
- November 2014
- October 2014
- September 2014
- August 2014
- July 2014
- June 2014
- May 2014
- April 2014
- March 2014
- February 2014
- January 2014
- December 2013
- November 2013
- October 2013
- September 2013
- August 2013
- July 2013
- June 2013
- May 2013
- April 2013
- March 2013
- February 2013
- January 2013
- December 2012
- November 2012
- October 2012
- September 2012
- August 2012
- July 2012
- June 2012
- May 2012
- April 2012
- March 2012
- February 2012
- January 2012
- December 2011
- November 2011
- October 2011
- September 2011
- August 2011
- July 2011
Blogroll
Category Archives: Utilities
Will CMA Plans Stimulate Energy Competition in the UK?
This week the Competition and Markets Authority (CMA) announced the results of an 18-month investigation into competition in the UK energy market. The main headline concludes that customers are being overcharged by almost £2bn annually and something has to be … Continue reading
Posted in Current Affairs, Customer Service, Utilities
Tagged CMA, competition, customer, customer experience, customer service, electricity, energy, gas, switching, uk, utilities
Leave a comment
Comparing Utilities on Complaints Received
In recent research, Citizens Advice said that the difference between the UK energy utilities offering a great customer service and poor customer service is enormous. The best performing company was SSE with 47 complaints registered per 100,000 customers, but Scottish … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Utilities
Tagged big 6, CAB, challenger, citizens advice, customer experience, customer service, energy, energy UK, utilities
1 Comment
Energy customers want better service and prices
For a long time now I have been talking about the importance of customer service in the UK utility sector – in particular how the big players stand to lose market share to new market entrants who know how to … Continue reading
Posted in Current Affairs, Customer Service, Utilities
Tagged customer experience, customer service, electricity, energy, first utility, gas, reuters, utility
Leave a comment
Do Energy Companies Need to Improve Customer Service?
As I wrote in my last blog, the UK energy industry was generally pleased to see that the political uncertainty around the UK general election was swiftly dampened by the Conservative party winning a majority, but there are still critics … Continue reading
Posted in Current Affairs, Customer Service, Utilities
Tagged consumers association, customer, customer service, energy, engagement, richard lloyd, uk, utilities, which
Leave a comment
How did the UK general election affect utility companies?
The UK general election last month resulted in a surprise win for David Cameron’s Conservative party. After five years of coalition government, the UK has returned to a single party majority and the Prime Minister has a mandate to focus … Continue reading
Posted in Current Affairs, Customer Service, Utilities
Tagged amber rudd, big 6, centrica, conservative, david cameron, election, energy, FTSE, government, LSE, reuters, SSE, uk, utilities
Leave a comment
What Happens If The ‘Big 6’ Do Not Change?
I recently blogged a question – will the Big 6 still be around in 2020? I always think that it is specific questions like this that lead to action, rather than strategic visions and other jargon. If – as predicted … Continue reading
Posted in Current Affairs, Customer Service, Utilities
Tagged big 6, customer experience, customer service, electricity, energy, gas, price, utilities
Leave a comment
Will the Big 6 Still be Around in 2020?
In my last blog I talked about the value of reviewing your customer service strategy with a focus on encouraging customer retention. My own industry focus is utilities and these issues are playing out in the UK utilities sector in … Continue reading
Posted in Current Affairs, Strategy, Utilities
Tagged big 6, challenger brands, customer experience, customer service, energy, multichannel, price, utilities
Leave a comment
Trust. Has your utility provider earned it?
I spent Wednesday and Thursday last week at the marketforce 20:20 ‘Future of Utilities’ event in London and was delighted to hear the same word over and over again from a myriad of speakers from every corner of the Energy … Continue reading
Posted in Current Affairs, Customer Service, Strategy, Utilities
Tagged big 6, CMA, conference, customer experience, customer service, energy, engagement, loyalty, marketforce, metering, tariffs, trust, utilities
Leave a comment
Are you using a smart energy meter?
Despite the collapsing global oil price, energy prices in the home are not dropping very quickly. Customers still need to be careful about the energy they use and smart meters are a good way to keep tabs on the energy … Continue reading
Posted in Current Affairs, Customer Service, Innovation, Utilities
Tagged energy, energy saving trust, EST, meter, smart, smart meter, utility
Leave a comment
Who pays for Internet infrastructure?
You plug in your computer or connect your phone to 3G or 4G and you are online – the information flows. But have you ever thought about who is providing the infrastructure that allows information to flow around the world … Continue reading
Posted in Current Affairs, Strategy, Technology, Telecoms, Utilities
Tagged broadband, content, infrastructure, internet, internet service provider, iplayer, isp, net neutrality, netflix, network, spotify, video, youtube
Leave a comment