New White Paper Challenges Retail Energy’s Customer Tug-of-War Methodology

Los Angeles – March 4, 2025 – Skipping Stone’s latest white paper, “Acquiring Books of Customers vs. Improving Customer Retention,” addresses the Retail Energy Providers’ (REP) costly cycle of customer churn, i.e., losing customers, buying them back, and repeating the process.

Skipping Stone CEO Peter Weigand — a former U.S. energy retailer CEO and global energy markets leader — discusses the hidden costs of the industry’s reliance on customer book acquisitions and win-back programs. He highlights how retention strategies powered by AI can alter this cycle and drive stronger financial results.

“The lose customers, buy them back cycle may be great for entrepreneurs flipping small retailers, but it’s a drain on the bottom line for large REP book buyers,” says Weigand. “While this paper won’t break the cycle overnight, it introduces a smarter way to minimize churn, thus reducing the need to replace lost customers via acquiring books.”

Skipping Stone’s paper reveals that unlike traditional win-back and costly retention programs, this new AI-driven approach focuses on prevention, not reaction… how AI and behavioral science can proactively identify and engage at-risk customers to prevent them from leaving — a game-changer for REPs looking to stabilize customer count and maximize profitability.

The white paper is available for free download at SkippingStone.com