In the face of unforeseen circumstances, businesses are striving to stay afloat and survive. However, amidst the focus on financial concerns, it is crucial to recognize the value of our most precious asset—our people. At CNG, we understand the importance of supporting our customers and our employees during these challenging times. From new price caps, smart meters and many energy companies, it can be confusing. In this article, we will explore our approach to fostering togetherness, effective communication, motivation, well-being, and mental health support.
Customer Focus
Personalized Customer Communications
Send personalized messages to your customers, addressing their specific gas and electricity needs and concerns. Provide helpful tips on energy-saving, home efficiency, and managing energy costs during challenging times. Show empathy and understanding, and let them know that you are there to support them. This can be ways to pay your energy bills, help with new energy meters or gas or electricity advice.
Virtual Energy Supplier Consultations
Offer virtual energy consultations to customers, where they can discuss their energy usage patterns, receive personalized recommendations, and learn about energy-saving opportunities. These consultations can be conducted via video calls or phone conversations, providing customers with valuable insights and demonstrating your commitment to their energy needs.
Customer Assistance Programs
Develop customer assistance programs tailored to those facing financial difficulties or other challenges. Offer flexible payment plans, deferred payment options, or energy price discounts to customers in need. By providing assistance during tough times, you demonstrate your commitment to their well-being and build trust and loyalty.
Online Energy Bills Education
Create online resources, such as blog articles, videos, or webinars, that educate customers on energy-related topics. Cover subjects like energy efficiency, final bills, renewable energy, understanding energy bills, Ofgem support, exit fees, new supplier help, support when you switch supplier and making sustainable choices. Empower your customers to make informed decisions and be conscious energy users.
Renewable Energy Tariff Initiatives
Promote your renewable energy sources and sustainability initiatives. Educate customers on the benefits of using clean energy and showcase how your company is contributing to a greener future. Provide transparent information on your renewable electricity and gas projects, carbon reduction efforts, and any certifications or partnerships related to sustainability.
Responsive Energy Provider Customer Support
Ensure your customer support team is readily available and responsive to customer inquiries, whether through phone, email, or live chat. Provide timely and helpful assistance, resolving issues promptly. Clear communication and reliable support build trust and reinforce the notion of being together with your customers. Where we are your new supplier or we provide your energy supply, we can help.
Customer Rewards and Incentives
Implement customer rewards and loyalty programs that offer incentives for energy-saving behaviours or referrals. Provide discounts on energy-efficient products or exclusive offers to show appreciation for their loyalty. Recognize and reward customers for their commitment to sustainability and energy conservation in 2022. No matter if you have a prepayment meter or fixed rate tariff, our customers are treated the same.
Employee Focus
Communication
At CNG, open and honest communication is a cornerstone of our values. Despite physical separation, we ensure transparency through weekly business update webinars led by our CEO and Senior Leadership Team. Regular communication fosters trust, reduces uncertainty, and strengthens the bond among our employees. Additionally, our “3-a-week” email communications provide updates, boost morale, and offer well-being tips.
Motivation and Connection
Embracing technology, we have shifted our face-to-face meetings to virtual platforms like Microsoft Teams. This enables teams to stay connected, motivated, and engaged. Regular catch-ups allow employees to address concerns, ask questions, and share progress. By maintaining connections, we ensure that no one feels isolated during these challenging times.
Creating Conversational Platforms
To foster a sense of community, we have established a company-wide WhatsApp group. This platform encourages employees to share their experiences, ideas, and recommendations, creating a space for non-work-related interactions. By promoting conversations beyond professional matters, we strengthen the bond among our team members.
Morale Boosting Activities
Maintaining a healthy work-life balance while working from home is essential. To uplift team spirit, we organize weekly competitions, such as nature photo contests, Lego building challenges, and “at home haircuts.” These activities provide a fun and engaging atmosphere while allowing employees to connect on a personal level. Company-wide quizzes and walking challenges promote well-being and healthy competition.
Prioritizing Well-being
We place a strong emphasis on well-being, supporting our employees through Well-being Action Plans. These plans enable managers to provide tailored support and stimulate conversations around mental health. Our email updates feature weekly well-being themes, offering practical tips and resources to help employees take care of their mental well-being.
Employee Feedback and Mental Health Awareness
We value employee feedback and engagement, particularly during these transitional times. Weekly pulse surveys provide a platform for employees to share their thoughts and opinions, helping us improve engagement and better understand their needs. Furthermore, we have conducted mental health awareness courses for managers, equipping them with the skills to address mental well-being and reduce stigma.
At CNG, we prioritize the well-being and communication of our employees. By fostering togetherness, embracing technology, organizing morale-boosting activities, and supporting mental health, we create a supportive environment where our employees can thrive. Together, we navigate these uncertain times, emerging stronger and more resilient. Our commitment to nurturing our people ensures their happiness, productivity, and success, driving us towards a brighter future.