I noticed that my post on retail differentiation had been responded to from the perspective of the Utilities marketplace by a colleague of mine, Carl Haigney, and I thought it worth summarising his thoughts.
Carl writes: "The situation in retail, where the considered view of the 'great and good' is that the differential for success is about getting the basics right, is replicated in Utilities. Here companies have a largely captive customer base and, for many people, the only impetus to switch supplier comes after a dose of poor customer service. Once a customer is lost to a utility, the chance of getting them back is remote and, more importantly, expensive."
Carl then goes on to talk about a great - and astounding - customer service experience he had with The Carphone Warehouse - culminating in a complaint about a store and an email from Charles Dunstone (the founder of The Carphone Warehouse) himself.
Read his entire comment here.