Most utility companies are great at delivering services. But when it comes to customer engagement? That’s where things tend to stall. The truth is, most customers don’t think about their utility provider until something goes wrong: an outage, billing issues or a rate spike. That’s not exactly the best time to build goodwill.

Amazon has completely reshaped the way people think about convenience. With one-click purchases, same-day shipping, instant customer service and personalized recommendations, Amazon has set the standard for what customers expect from every business. Including utility companies.

Most utility companies don’t struggle because of their actual services. Water still runs. Power still flows. Gas still heats homes. Internet works. The problem isn’t what you do. It’s how customers interact with you.

Utility companies provide essential services, but let’s be honest: most customers don’t think about their provider unless something goes wrong. If your website is outdated, if customers can’t quickly pay their bill or sign up online, frustration builds fast.

Trust can make or break your utility company. Customers rely on you for essential services like water, gas, electricity and the internet. Yet many utility companies still struggle with clear communication, billing and digital accessibility.