We have worked with E.ON developing a companywide vision to inspire colleagues and build on their environmental strategy and also a recent project exploring best in class customer service and how to communicate and deliver this to E.ON customers which is then to be fed into quantitative testing to further hone the offer.

In the Vision development project we facilitated road shows with office and field colleagues empowering them to create their own vision. Edited films of the sessions were then screened during follow-up workshops with senior stakeholders who then developed the vision further, resulting in bottom up and top down collaboration.

Razor's approach has helped E.ON hone their vision and create colleague support for and engagement with an issue that is central to everything they do.

In the Customer Service piece we ran group discussions and depth interviews with residential customers and SMEs. We explored customers' experiences from both within the energy sector and beyond, and used projective techniques to identify customer service expectations and needs from energy providers as well as how to deliver best in class service that delivers truly motivating added value.

Razor's involvement has helped to deliver the most relevant and motivating expressions of customer service which will then be quantitatively tested in order to create a credible and differentiating customer service offer for E.ON.