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The future for face-to-face engagement
In association with
6 May 2022
This new report looks at how energy retailers can re-invigorate face-to-face engagement in an uncertain world to forge closer relationships with consumers, offer support and build trust.
Historic cases of miss-selling and underhand tactics marred the reputation of field sales in energy retail a decade ago.
However, with tighter regulations and management approaches in place, suppliers are making a tentative return to what remains an important vector for customer engagement.
This report, in association with PSI Mobile, examines the key opportunities and challenges of face-to-face engagement at a time of unprecedented volatility and change.
Featuring the experiences of Utilita, So Energy, SSE and Scottish Power, as well as views from outside the sector, this report delves into the checks and balances and staff incentives necessary to ensure face-to-face engagement is delivered effectively and sensitively. It also highlights the power of the personal touch to reach customers currently disengaged with the market and looks at how it can offer a vital support role during the current cost of living crisis.
The report can be downloaded for free by filling out the form to the right of this page. You can also view an on-demand webinar discussing some of the key themes here.