With McKinsey’s support, companies can:
- Improving service quality and customer satisfaction and cut cost by using digitization and lean operations to provide better, faster service and consistency across channels.
- Gaining new retail customers by offering tailored products, improving the channel mix, and providing innovative benefits that customers value.
- Reducing churn in deregulated markets by personalizing touchpoints and combining advanced analytics with customer insight to preempt switching.
- Realizing additional margin by identifying untapped growth opportunities, optimizing pricing and margins, and offering segment-specific services.
- Building customer experiences in solar and other distributed-energy resources to add new sources of revenue and meet emerging customer needs.