Post by Davide Villa

Top 100: Winning customers hearts in a changing energy world At our Top Leadership Team meeting, we came back to one simple but powerful question: What would customers say differently about E.ON in two years if we were truly customer-centric? The answer starts simpler than we often think. Trust is built on basics: Clear bills. Fast and fair handling of complaints. Reliable answers when customers need us and in times of crisis. But these are expectations rather than innovations. These are the fundamentals we need to get right consistently across all markets. This is where trust begins. In every interaction. In how easy we are to deal with and in how clearly we show our value. But that is only one part of the story. Once you are honest about the basics, you create space for bigger questions: Where is energy really going towards in the future? What will customers expect in the next few days, months and years to come? Which moves feel early now but will soon be essential? One thing was clear: The winners in our industry will be those who fix the fundamentals and move faster than customers expect, while taking them along on the journey. The energy transition will not be won by technology alone, but by human touch of making energy simple, relevant and trustworthy, while having the courage to move early. That balance is what we should aim for every day. So, let me ask you: what is the one thing energy companies must get right first to truly earn customer trust? Looking forward to your perspectives!