It’s the same with any product. Unless you are selling electricity or heat or the absolute most basic of food and clothing to someone in dire straits, you are never, ever selling a product. And the need is never what it seems.
Even here, Entergy is in complete sync with what you’ve written above. They don’t think of themselves as a company that just supplies electricity. They think of themselves as one that works to keep people warm during a chilly winter and cool during a hot summer. Their work lets hospitals run efficiently to save lives, and also lets children study without trouble.
As a result, it’s not just customers who love them. Even their employees do. When a hurricane hit the city, the employees were given time (up to a year) to sort things at home and return to work. 80% employees turned up the next day itself. Entergy restored the city’s power supply in less than 1/4th the expected time.
So even here, it’s not just about the product.