In the retail electricity industry, there are a lot of competitors. This can be great for customers because it gives them a lot of buying power, and we love that. It has become pretty common for customers to shop around for a new provider when their current contract has ended, or even before. There are several different reasons for this, but a lot of the reasons customers switch is related to the feeling that they are not being taken care of.
The great part of our industry is that if a customer feels dissatisfied with a provider, there are many more to choose from, but trying to find one could get tiresome. We have mentioned before how much we love our customers, so we want to save them the trouble of shopping around by treating them with the care and respect they deserve.
Most of us have felt what it’s like to sign up with a great deal as a new customer and then when it comes time to renew, it feels like we’re being left in the dust. We feel underappreciated. This makes us very likely to see if there is something better out there. While we love to welcome new customers to the Brilliant family, we want to be sure our renewing customers still feel that same amount of love as when our relationship with them was shiny and new.
One long-standing element of our company that we really pride ourselves on is our excellent customer service. When current or potential customers contact us, we treat each and every one with the same amount of care, whether they are enrolling, renewing or in the middle of a contract. Our quality of service goes deeper with our practice of maintaining communication with our customers. We make sure to inform them of anything they need to know and make sure they feel secure in their services with us.
We show our appreciation for our customers in several different ways. We offer rewards not only to new customers, but also customers who choose to stay with us. We love to send hand signed cards, and we recently signed cards for thousands of customers who have been with us for many years. With the number of competitors in the market, that is a great accomplishment and we really wanted to show our appreciation to those long-tenured customers.
While showing the customers our love and appreciation is very important to us, we also want to make sure we are fulfilling their service needs online. We are currently in the process of improving our customer portal and renewal process so that our current and renewing customers can have the best online experience possible.
From meeting customers’ basic needs to going the extra mile to show that we care, we want our current customers to know that they are still very special to us and we love and appreciate them even more than our new customers.