Who can you trust?

Bentley, Jon
November 2011
Utility Week;11/4/2011, p23
Trade Publication
The author argues that utilities should maintain customer loyalty. He claims that utilities have difficulty keeping customers happy because of the tough economic conditions and high energy prices. He discusses results of an IBM energy survey which showed that 45 per cent of consumers are considering looking for new energy supplier if their next bill is higher than expected. He points out that price remains an important factor for energy suppliers to generate customer loyalty.


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