As part of the group’s 2020 strategy, AURA Energi wanted to find out what defines the best customer experience. However, it was not a task they were able to solve on their own, so they asked People & Performance to assist them and at the same time help the energy company become better at cross selling.
How do you find out what gives your customers the best experience? This was the energy company AURA Energi’s task when they wanted to find out what defines the best customer experience as part of their 2020 strategy. Four energy companies had merged and they were now faced with the challenge of creating a common foundation for the future. The group needed assistance and sparring in order to reach their goal, and AURA Energi chose People & Performance as their partner.
“We had a strategy to among other things create the best customer experience, and we also wanted to focus on cross selling between our different business areas. After having scoured the market, we quickly discovered that People & Performance could help us with this,” explains Thorkild Videbæk, Commercial Director of AURA Energi.
Found the right focus
“After having defined the scope and found the right focus together, People & Performance started conducting qualitative interviews with the customers, followed by questionnaire surveys to discover how the customers view AURA Energi and how we perform towards them. Furthermore, we wanted our employees to become better at cross selling, and People & Performance were able to offer their assistance with that also, helping and providing us with useful tools,” says Thorkild Videbæk.
The Commercial Director of AURA Energi is generally impressed by the quality that he and the energy group has received from People & Performance.
“The professional level of the consultants we have met has been very high. We have worked with several consultants within different areas; each has had their own set of competences, but they have all been excellent,” emphasises Thorkild Videbæk, who thinks it is an advantage and strength that People & Performance offers such a wide variety of competences.
A different view
In order to find out what defines the best customer experience, People & Performance conducted several in-depth analyses defining what and how AURA Energi must deliver in order to increase customer loyalty. Thorkild Videbæk praises the work they have done.
“People & Performance has solved the job in a nuanced way and at a very high level in terms of quality, and the work has generally been of tremendous value to us,” says Thorkild Videbæk and continues.
“They have done very well. They are very professional and they all give quality pride of place, and that is something we value enormously. And they have never been afraid to voice their opinion, which has been very liberating and beneficial to our development,” he says.
A rewarding cooperation
According to the Commercial Director, it has been very rewarding to get a different view on how to do things, and he is very clear in his recommendation if other companies ask about the quality of People & Performance’s work.
“I would very much recommend People & Performance to other companies. No doubt about it. We have benefited greatly from the cooperation and the way they have challenged us, and we have learnt a lot from it. I am convinced that we will cooperate with them again in the future when we find ourselves in a situation requiring their expertise,” says Thorkild Videbæk.