This special interest group is where customer care professionals share tactics on how utilities are improving interactions with their customers. 


Customer Care Roundup: Recent Must-Read Posts From Fellow Community Members

image credit: Photo 84260229 © Donfiore |
Karen Marcus's picture
Freelance Energy and Technology Researcher and Writer Final Draft Communications, LLC

In addition to serving as an Energy Central Community Manager, Karen Marcus has 25 years of experience as a content developer within the energy and technology industries. She has worked with...

  • Member since 2017
  • 414 items added with 351,747 views
  • Oct 15, 2020

Greetings Customer Care members!

Recently, utility professionals have been thinking a lot about how they and their customers relate to each other. It’s a topic well worth considering, given how customer demands and other dynamics have put utilities in the position of needing to become more customer-centric. Initiatives include learning whether and how customers are willing to engage, updating old definitions of customer service, and developing programs to reflect changing times.

As always, your fellow community members have shared their wisdom and expertise on these topics and many more. To see them all, visit the Customer Care Group. Or, for some intriguing highlights, click through using the links below. Be sure to like your favorite articles, and remember your comments are always welcome. 

Happy reading from Energy Central Community Manager Karen Marcus.

Could Utilities Sell Customer Data?

By Henry Craver, posted October 7

Utilities have always gathered customer data, but as the details they collect become more specific, it also becomes more valuable. So valuable, in fact, that some parties may be willing to pay for it. In this post, Henry explains that utilities might sell this data and why they should be careful if they do.

Five Insights on Energy Consumers for 2020

By Patty Durand, posted on October 6

Image Credit: ID 129431089 © Ognyan Chobanov |

In this piece, Patty summarizes a customer engagement study performed by the Smart Energy Consumer Collaborative (SECC). She explains that the results reveal in customers’ own words what they like and dislike most about their experience as energy customers.

Evolving Customer Engagement in a Crisis: Prioritizing Adaptability

By Nancy Caplan, posted on October 5

The COVID-19 pandemic is lasting longer than many expected. In this article, Nancy offers advice about how to help customers deal with the continued disruption. Specifically, utilities should remain aware of how things are changing in their communities and create flexible programs.

4 Transformation Trends in Utilities Customer Experience

By Sebastian Fox, posted on October 5

Image Credit: ID 149397108 © Bulat

As utilities shift from running a commodity business to a customer-centric one, they must, Sebastian writes, redefine what customer experience means. He explains the need to improve loyalty, update debt collection processes, protect vulnerable customers, and initiate value-added services.

Even Your Utility’s Evergreens Need Occasional Care

By Andy Gotlieb, posted on September 29

In this post, Andy explains that “evergreen” content, such as annual press releases about holiday lights, might need to be freshened up before it gets published this year. That could include anything from a few tweaks to improve clarity, to replacing the photo, to entirely rewriting an outdated piece.

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