E . ON NEXT
what they do , delivering results , getting recognition for it and making an impact on customers ’ lives .”
Moving beyond a startup mentality , and focusing on customer-centricity As E . ON Next evolves from a startup to a more established entity , managing more than over five million customer accounts , it grapples with the challenges of scaling while maintaining its core focus on customer-centricity .
“ One of the challenges is as the customer base has gone bigger , the company has gone bigger ,” Khaled says . “ And as the company has gone bigger , there have been more functions and departments that have emerged and more people in the organisations are owning and managing different parts of the customer journey .”
Khaled stresses the importance of breaking down silos and reaffirming the company ’ s commitment to putting customers at the heart of their operations .
“ I think the benefit of E . ON Next is being able to understand and rectify certain situations before they become too much of a problem ,” he says . “ And because we understand that , the focus on customercentricity has now reemerged within the organisation . We started off being very customer-centric and we see as we ’ ve gone through those growing pains that you can slightly move away from that ambition .
“ Where we are now is really trying to get that customer-centricity back into the agenda .”
Living and breathing customer-centricity As part of this mission to build a customercentric approach , Khaled described that it is vital for this to not only be something that is said , but is practical .
“ If we want to get back to becoming customer-centric and really living and breathing it in all the halls and corridors and departments that we have around the organisation , it ’ s even more important to ensure that that customercentricity is not just something that ’ s said , but it ’ s something that ’ s practical . “ A lot of companies fall short when they come in with all the right intentions of being customer-centric , but what does that really mean ? What does that mean for you as an individual working on a spreadsheet ,
56 April 2024