Good customer service can lead to higher profits, even for utilities without competition

Good customer service can lead to higher profits, even for utilities without competition

Good customer service can lead to higher profits, even for utilities without competition

In Lily Tomlin’s classic SNL comedy sketch, her telephone operator “Ernestine” famously delivers the punchline, “We don’t care. We don’t have to. We’re the Phone Company.” But new research finds that satisfied customers mean increased profits even for public utilities that don’t face competition.
Good customer service can lead to higher profits, even for utilities without competition