We have a customer-first mentality that extends from our executive management team to our frontline employees. This month, we’re highlighting three ways we’re helping both residential and business customers navigate the energy world.
1. Putting customers first
In practice, this means making business decisions with the voice of the customer in mind and delivering compelling energy solutions that meet their needs. A customer-focused energy partner aligns recommendations to individual budgets, sustainability goals, risk tolerance, efficiency objectives and preferred timelines.
Mayor of Houston, Sylvester Turner, explained how NRG helped the city make meaningful progress toward its energy goals.
“Our partnership with NRG helps us build a more sustainable city. Together, we are leading by example and showing how to reduce emissions in the Energy Capital of the World.”
This past year, NRG was recognized as 2020-2021 Supplier of the Year by the Energy Professionals Association for our commitment to helping consumers make informed energy procurement decisions. Ultimately, the right partner will have a robust understanding of your needs in order to deliver the best solution for you.
2. CX at every touchpoint
Customer experience is the sum of all the touchpoints with our brand. From contract sign to renewal, we meet our customers along their journey to ensure an optimal experience at every stage.
Robust CX programs across NRG utilize data-driven insights to improve the customer experience via self-service capabilities, personalization, and mobile-enabled interactions. We make accessing and managing your accounts easy by offering several communication channels including digital (mobile app, web and social media), phone, email, and chat.
Residential Customers
For Home, customers can manage their electricity account online to track usage, make payments, transfer service, set up customer alerts, and get 24/7 help. Customers can also integrate their thermostat, solar, back-up power and electric vehicle in a single app.
Business Customers
For Businesses, customers and brokers can manage accounts via our online portal. Customers can pay online, add and remove meters/sites, access market information, and more.
3. Celebrating Customer Experience
We say, “Customer focus starts with me,” because the customer experience is in our hands. NRG recently celebrated CX Week, an opportunity to engage all NRG employees in embracing that customer-first mindset via insightful virtual and interactive events. We want to cultivate a culture that approaches every interaction with personalized, attentive care.
“It is up to all of us, in every department and at every level of the organization, to prioritize customer success and earn trust. We are striving to be a company that our customers recommend to their family, friends, and colleagues,” said Kimberly Carpenter, Director of Customer Experience and Marketing.
How employees feel about their work has a direct impact on the service they provide. We are on a mission to mobilize employees to fulfill our customer-focus promise.
