The water sector, like the entire Utility sector, is facing a phase of profound change. The challenges are complicated and unparalleled, and it is more urgent than ever to do something about best practices to conquer them. Here are some helpful tips. Essential amenities, which affect every person’s daily lives, are almost always taken with no consideration. They are not “sexy,” they’re often not the sort of amenities on which it’s easy to build strong branding or storytelling, or as a minimum this was what we concept until many years ago.
Today, even though, things have profoundly modified. In this text, we are able to look at the water sector and spot how remarkable at the role of selling and conversation has become in dealing with this era of turmoil and alter, and the hot demanding situations, risks, and opportunities that agencies must tackle. The profound changes that experience affected the water sector are a part of a much broader picture, that of all the Utility Industry, that has skilled an unparalleled revolution lately. In fact, the virtually monopolistic regime wherein a few large agencies shared a very rigidly regulated and almost impenetrable market is over. Today the gambling field is wide open; the avid gamers have multiplied and the festival to purchase new market shares or not to lose them has become difficult, complicated and invariably changing. The keywords of the arena have changed.
Today, the focus is on sustainability and effort efficiency, on transparency and simplicity of verbal exchange among user and company, on era, and therefore on electronic transformation. But the pivotal aspect of this revolution is the purchaser, who is now not an easy number among other numbers, but the real focus on which the company revolves, the actual assets and added value for agencies that supply gas, energy, and water. This is why advertising and marketing, conversation, and purchaser care departments are gaining significance in the Utility industry, and in the water sector in certain. There are many challenges of the existing moment, even more so those that are on the horizon. As always, there are also many possibilities behind these complex challenges. In a panorama that has seen a real paradigm shift over a relatively few minutes period, the demanding situations are many, and they are complicated.
First of all, there’s the technological problem, which considerations both the infrastructure and distribution of the commodity and above all of the management of communication processes among agency and buyer. At the base of this problem is the analysis of “big data“. It is now a must have, that agencies in all sectors are capable of examine the tremendous amount of knowledge available concerning users and their features, their behaviors, and the way they use the amenities offered. In order to do that effectively, it is fantastic to use the proper tools and set up dynamic and “intelligent” metrics bring to mind smart metering. And, it is in this context that comprises IoT, the Internet of Things. “In the near future, Big Data, cloud, artificial intelligence, and IoT can be in a position to do what we can’t even imagine today, beginning new horizons and new company areas in the Utility sector, with a view toward facilities that are custom-made and usable by users of Utility services,” said Moreno Mazzoni, CTO of Nextre, a web marketing and strategic consulting company.
These personalized facilities are as tailored as possible to the purchaser, modelled on his unique qualities and his individual conduct. This is where essentially the most awesome problem of all lies for businesses in the water sector and Utilities in regular: in other words, to increase the quality and efficiency of purchaser care. A study carried out by Jaywing found that as many as 73% of agents actively in touch in this sector identify the improvement of purchaser care thoughts as an absolute precedence for the enterprise agenda. This is not superb. For example, accept as true with what currently emerged in the Customer Experience Impact Report, which said that 89% of Utility industry users move to competitors as a result of complications and barriers in the purchaser event. F urther, 86% are inclined to pay more in return, again, for a better adventure of guidance and dialog with the agency.
Finally, 65% of the sample analyzed argued that a favorable event with a brand is a lot more outstanding and influential than any variety of commercials campaign source. So that you can see why the main problem is here: Companies must find out how to communicate with users in a one to one, omnichannel and interactive way. In this manner, one of the historically slippery touchpoints turns into a powerful tool of dialog, of feasible upselling and cross promoting actions and, primarily, and a way to increase customer retention and loyalty. Finally, this also is meditated in a positive image for the agencies. T his has a favorable impact on brand identification, which is a different of the most tremendous challenges for agencies during this sector. So, summarizing: era and large data; purchaser care and customization; greatest recognition to the restructuring of its brand identification.
These are the most – and complex – challenges that the industry of the water sector is facing. To do this, we suggest some best practices that start to emerge during this complex and altering panorama.