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Learn from the highest performers in customer experience initiatives
Communications with customers during power outages is one of the areas where electric utilities can make a hard impact on customer satisfaction, either positive or negative. Get customers the accurate...
View ArticleWhat is your utility’s image in the eyes of customers?
The subject of trust has been on the minds of many utility executives lately. It is, after all, important in an industry where the business depends on regulatory oversight to have the trust of one’s...
View ArticleHow can utilities improve their key accounts programs?
Utilities have done a good job in serving customers that are designated as key accounts. Typically these customers have a high energy demand, bring in a notable amount of revenue for the utility and...
View ArticleWhat will be the disruptive technology in utility customer service and...
Utilities are not the only ones struggling with how to get more customers migrated to online and mobile billing services. This became clear while talking with people at the NACHA-Payments 2013...
View ArticleA look backward, and forward for utilities
The year 2012 was challenging for many in the utility industry. Consider some of the big events as they related to utility customers: A new round of smart meter protests and backlash was seen in the...
View ArticleDo customers want to communicate via smartphone with their utilities?
A memorable ad campaign ran several years back to promote the Apple iPhone and the accompanying App Store. The slogan: “There’s an app for that.” At the time, utilities hadn’t yet gotten the message....
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