Lessons from small firms for the big six

Tweedale, Guy
May 2010
Utility Week;5/14/2010, Vol. 32 Issue 17, p13
Trade Publication
The author offers views concerning improving customer retention in British utilities. He talks about the strategies of small utility companies which keep their customers satisfied with their services. Compared to bigger utility companies in the country, he said that smaller companies are much capable of empowering agents to focus on satisfying customers. He suggests that utility companies must rely on apathy rather than enthusiasm.


Related Articles

  • Binders keepers. Robinson, Ian // Utility Week;8/1/2003, Vol. 20 Issue 7, p22 

    Focuses on the customer retention programs of utility companies in Great Britain. Details of the use of customer data in improving profitability; Basic parameters in making retention decisions; Important priority for retention. INSET: Putting the right systems in place to send the right messag....

  • A matter of fact. Duncan, Chris // Utility Week;10/3/2003, Vol. 20 Issue 14, p27 

    Advises utilities in Great Britain to base their customer retention strategies on hard data. Challenges faced by utilities; Overview of an intelligent data strategy; Information on segmentation of customer base; Requirements of retention marketing.

  • Grip on reality. Evans, Maggie // Utility Week;1/9/2004, Vol. 21 Issue 2, p18 

    Talks about the need for utilities to realize that holding on to existing customers makes more sense than chasing new ones. Discussion on the concept of customer retention; Reduction in the churn rate among on-supply customers; Key stages of a customer life cycle. INSET: How to have a happy...

  • How to lock in long-term clients. Gray, Andi // Fairfield County Business Journal;8/9/2010, Vol. 49 Issue 32, p10 

    The article presents an answer to a question concerning how to retain long-term clients.

  • Resolving mistakes made with customers and clients. Lewis, Judy // Hudson Valley Business Journal;4/16/2012, Vol. 23 Issue 16, p7 

    The article discusses the basics of resolving mistakes made by a business owner or salesperson with customers and clients.

  • For staying power, transcend the role of solution provider.  // Sales Insider;7/7/2010, Vol. 4 Issue 90, p2 

    The article offers tips on how to retain customers including predicting their needs, being updated on their changing goals and offering flexibility and options that will fit their budgets and objectives.

  • Client retention and lost opportunities.  // Westchester County Business Journal;2/14/2011, Vol. 47 Issue 7, p10 

    The article provides an answer to a question on client retention.

  • The right tools for the big sell. Chessell, Dave // Mortgage Strategy (Online Edition);6/26/2013, p42 

    The article contends that marketing is the key to keeping customers and acquiring new ones.

  • Whip Your Service Into Shape.  // Customers First;Jul2009, Vol. 14 Issue 6, p1 

    The article offers tips on how to retain customers such as calling customers by their names and remembering the personal details they tell, passing the savings gain from suppliers to the customer, and offering in-store coupons or promotions to reward loyal customers.


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics