Our clients tell us that their members are showing an increasing expectation of practically flawless execution of services by their electric cooperatives. Members are becoming less tolerant of antiquated processes and weak execution.
We call this “The Amazon Effect,” because the revolution in retailing led by Amazon is conditioning consumers to expect immediate satisfaction of their needs/wants, one-click purchasing processes, and a very low error rate by their service providers.
This makes member service for electric cooperatives much more challenging than it has ever been.
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