Arthur D. LittleArthur D. Little

Publications / Reports

Utilities Online - a Case Study of Italy

Utilities Online - a Case Study of Italy

How Utilities Compete on the Web to Capture and Retain Customers

“The dynamics of online competition are affecting the gas and power retail markets. The number of different offers, their widespread accessibility and increasing energy costs has caused a transformation in customers' behavior that is already noticeable in other industries. The growing willingness of consumers to change supplier has significantly increased switching rates in major European countries and is leading operators to review their approach to communicating with customers. Arthur D. Little analyzed more than 100 web offers, related to domestic and small business markets, in order to capture new customer oriented strategies”.

Released: May 2013

Download File ENRUTL_Utilities_Online_EN_2013.pdf (.PDF, 559 Kb)

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