Advances in technology have contributed to rapid changes in customers' behaviours, needs and expectations. They are better informed, and more able to express an opinion, than ever.
Understanding the rational and emotional factors that contribute to current behaviours, and the levers which lead to successful behaviour change, is key for organisations who want to prepare for the future. This enables them to have an impact on customers' behaviour, be that encouraging them to choose a specific brand or product over others or facilitating a change in behaviour, such as adopting a smart meter.
Impact Utilities have explored and explained customer and stakeholder behaviour through a blend of traditional and innovative methodologies that enable us to identify and understand customer motivations and behaviours.
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