Abstract:The best way to survive a crisis in the eyes of the customer is to win the customer over long before the crisis hits. If you wait until a major crisis is upon you to start having a conversation with the customer about quality and value of your service, you stack the odds against you and start your PR battle from the bottom of a hole. This is not a great “first introduction” for your utility!
Winning the customer over happens when you effectively communicate your value to them in small, simple and regular ways that are affordable and often free. Starting early helps you to build a stockpile of “goodwill capital” that you can draw upon later when you need to. It is something your utility can and should start doing now.
Keywords: community sustainability; customer communications; customer satisfaction; customer service; employee and leadership development; employee engagement; financial viability; public relations; social media; stakeholder understanding and support
Document Type: Research Article
Publication date: 2011-01-01
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