Like all energy companies, EDF needed to build better customer relationships. The monthly bill was customers’ main point of contact, so how could EDF make their bills into a less unpleasant experience?
We analysed ‘the culture of billing’, looking at cultural conversation around bills, debt and ‘big business’.
We forensically analysed the bills of EDF and others, looking at language, rhetoric, imagery and implied narratives.
“You’ve done it again…right to the heart of the problem…lots of useful ways forward.”
Cameron Hughes, Head of Marketing, EDF