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

MAP20170035954

E-lectric customers : understanding customers' online engagement with their power and gas utilities: the case of Spain / David Borràs ...[et. al]. — Madrid : Arthur D. Little, cop. 2017

18 p.

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

1. Digitalización . 2. Satisfacción del cliente . 3. Estrategia empresarial . 4. Innovación . 5. Transformación digital . 6. Social media . 7. Servicio al cliente . 8. Empresas eléctricas . 9. España . I. Borrás, David .