Many P&Us acknowledge the need to improve customer focus — but how?

P&U's that choose to operate "business as usual," including networking companies, will need to educate their customers effectively on the rollout of meters and the benefits they bring.

The priority for those who want to adopt a more customer-focused model is to incorporate the fundamentals of customer care, and build trust.

Customer-centric strategy focuses on what the customer really values

Trust underpins absolutely everything: only if it is firmly embedded in your customer relationship can you implement and present smart services successfully (see our six factors for success).

“[P&Us] approach all the clients in the same way. There's no individualization in terms of what they offer.”

— French consumer

Consumers stated very clearly that they wanted energy companies to improve core services and customer care before they would trust them to offer new smart services — for example, services related to energy monitoring, remote control of home appliances or charging electric vehicles.

P&Us that want to offer new smart services beyond this "comfort zone" cannot go it alone – to be credible suppliers, they need to partner or joint venture with trusted consumer brands.