Research on Customer Service Strategy of Electricity Retail Market Based on Diffusion of Innovations Theory

The construction of electricity retail market poses unprecedented opportunities and challenges for the sale of electricity. The traditional mode of electricity business marketing is not suitable for the new market environment, and it needs change in many aspects. How to serve customers well in the competitive environment, seize the market, and improve their own operating efficiency is an urgent problem for power grid enterprises. This paper regards the development of electricity retail market as the diffusion process of innovation. Based on the diffusion of innovations theory, this paper analyzes the characteristics of different development stages, and formulates service strategies according to their characteristics, so as to provide reference for power grid enterprises to seize the market.