THEME 4: ENGAGING & WORKING WITH CUSTOMERS | Ozwater

Australia's International Water
Conference & Exhibition

THEME 4: ENGAGING & WORKING WITH CUSTOMERS

 

Engaging and working with customers is the core to delivering positive action. Running a business that meets customer expectations is crucial to remaining relevant in an ever- changing landscape. 

  • Water literacy – a step change in driving enhanced public, commercial and political understanding and enthusiasm for the water sector 
  • Digital customer engagement tools 
  • Customer centricity – what and how? 
  • Business improvement to add customer value (not for the sake of) 
  • Building and maintaining trust with our customers 
  • Examples of innovative approaches for engaging with customers to improve water use efficiency 
  • Customer segmentation – the water industry needs to cater for a vast range of customers to meet community expectations
  • What do customers want?
  • Beyond the average at a point in time: the value of longitudinal understanding of customer segments
  • A new understanding of hardship and vulnerability – transformational change for customers
  • Understanding customer value and willingness to pay for utility products and services
  • Bringing customers into utility decision making (participatory decision making)
  • The role of customers in the development and implementation of policy
  • Gaining and maintaining a share of customers’ mental space in a busy world

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