Reducing Customer Effort

Today was one of those days that nothing seemed to work i.e. couldn’t get cash from the ATM (tried 3 different machines) and had to physically go pay my electricity bill (please don’t get me started on the internet drama). As is the norm on prepaid meters, you have to punch in the token using a little white box (or what ever it is called) and this got me thinking about the amount of effort I put into a task as simple as topping up on electricity.

No doubt there has been some improvements in this space i.e.
1) You consume electricity
2) You get an outrageous monthly bill that you have to negotiate downwards!
3) Prepaid meters introduced (thank God – putting you in control of your consumption)
4) You get a token
5) You punch in token
6) You get power

With the help of technology, this process can be further simplified into topping up/making payment and it reads on your meter immediately, kind of like DSTV (on a good day)! What do you think? If for any reason you don’t get a token, can you just trouble shoot by sending your meter number or something to a short code? I am aware that most electricity distribution companies have customer care lines so my question is what are the top customer complaints and how can these complaints be addressed at source providing insights into leveraging technology to drive operational efficiency? @ekedc@ikejaelectric@eko_electricity_distribution_ + others, if you get rid of the white boxes and invest in technology, do you know how much you will be saving while also promoting self service and reducing your cost to serve long term?

While we so desperately pray for constant power supply, can you at least reduce the amount of effort and time (CUSTOMER EFFORT) I spend trying to top up?
Just a thought, reduce customer effort and improve customer experience. 😉

Have a good evening!
#talktodebbie #customerexperience#customerexperiencemanagement#cxrevolutionng

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