For many people in the UK this winter, the rising cost of energy bills has led to difficult decisions and sleepless nights. Thankfully, Octopus Energy has demonstrated that brands are able to take a more empathetic approach towards their customers.
After discovering that an Octopus customer had received news of her husband’s terminal cancer diagnosis, they reached out and immediately offered her a more favourable tariff for the following year. They followed this up by ordering the customer an electric blanket, as a more cost-effective means of staying warm.
If this wasn’t enough, a few days later the same customer received a knock at the door, where an Octopus representative delivered her a box of flowers and wished her and her husband well. Personalised CX done right.