“Customers Don’t Speak Kilowatt Hours” – but Utilities can talk their language
- Aug 10, 2021 3:45 pm GMT
“Customers don’t speak kilowatt hours” is a great line from Michael Weinstein, home energy management solution line owner at AEP. He remembers the days when contact between utilities and customers meant sending and paying a monthly bill. Fast forward 20 years, and the picture looks much different. In nearly every industry, the customer experience has become much more digital, personalized, and easy.
While a recent U.S. consumer survey showed that, holistically, phone (24%) and email (22%) are still the most popular channels a customer wants to use to engage with their utility, this is definitely evolving as younger generations establish their own home front. For Generation Z, the desire to interact via text/SMS came in at 20%, the highest of any gage group. Millennials prefer to utilize a mobile app (25%) and were less inclined to lean on text (just 11%). No matter the channel, the key to making these interactions sticky and memorable is experience automation technology, where every word, data point, and pixel gets chosen on the fly to connect to each customer on a personal level.
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