Centro de Documentacion de Fundación MAPFRE - E-lectric customers : understanding customers' online engagement with their power and gas utilities: the case of Spain

Publication: Madrid : Arthur D. Little, cop. 2017Physical description: 18 p.Notes: Sumario: In this viewpoint, Arthur D. Little analyzes Spanish online utility customers to understand how they engage with their utilities, highlighting the existing relationship between engagement, satisfaction and value and focusing on the growing relevance of online engagement. Furthermore, it points out the important gap that exists between challengers' and incumbents' online channels and engagement, reinforcing the call for urgent action.Materia / lugar / evento: Digitalización Satisfacción del cliente Estrategia empresarial Innovación Transformación digital Social media Servicio al cliente Empresas eléctricas España Otros autores: Borrás, David
Other categories: 921.8