About the session
Full presentation title: Understanding the debt landscape and identifying vulnerable customers in the context of rising costs, and policy changes
Complaints and bad debt have long been sources of poor publicity and lost revenue for utilities. And as business challenges, they are shrouded in negativity.
But a change of perspective may be timely. Some complaints will always be a given – even in a high performing business – but handled well and in a culture which supports learning, they could be turned into opportunities for competitive development and outperformance.
Likewise, in a market where customer engagement is key and retention hard-won, customers struggling with bad debt could be transformed from red blotches on the balance sheet into opportunities for capturing loyalty, raising employee morale and improving brand.
