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: ID 176191196 © Bastetamon |
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 351,966 views
  • Jul 27, 2020

Greetings Customer Care members!

Nearly six months into the COVID-19 pandemic, it’s still top of mind for just about everyone, including your fellow community members. As always, they’ve used their wisdom and expertise to provide important information about utility customer engagement, how (or if) to raise rates, new PR ideas, and how to help customers of all kinds through this challenging time. Click through to read their insights using the links below. And, remember, your comments are always welcome. 

Happy reading from Energy Central Community Manager Karen Marcus.

Shared Link: Utility Customer Engagement in the Age of Coronavirus

By Tim Gwin, posted July 21

Here, Tim points us to an article by ibex VP Mark Wilkinson that suggests that the pandemic is forcing utilities to adopt a new normal that redoubles digital transformation efforts. But, he notes, the process must be undertaken carefully, according to real-life customer concerns.

How Utilities Can Assist Small Businesses During COVID-19

By Patty Durand, posted on July 21

Image Credit: © Sean824 |

For many utilities, small and medium sized businesses are the “forgotten middle” between residential and larger C&I customers. Yet, they employ about half of all Americans. Here, Patty provides two examples of how utilities have reached out to this important segment during these challenging times.

Utilities Seeking to Recoup Pandemic-Related Costs and Losses Need to Do It Wisely

By Peter Key, posted on July 16

With pandemic-related shutoff moratoriums in many states about to expire, some utilities want to raise rates to recoup the revenue they’ve lost as a result. In this article, Peter suggests that, to maintain good customer relations, they think seriously about whether and how to do so.

Showcase Your Utility’s Cool Stuff

By Andy Gotlieb, posted on July 14

Image Credit: ID 48411132 © Phartisan |

In this post, Andy suggests that interesting visuals can be a great way to communicate your message. Nuclear plants, old coal-fired plants, or solar or wind farms can be the foundation of a story that might seem humdrum to you but will be a refreshing change for a pandemic-fatigued public to read.

Utility Customers in Need – Connecting Customers With Financial Assistance During These Challenging Times

By Eric Durdov, posted on July 6

It’s an unfortunate truth that, due to employment loss as a result of the pandemic, more people are having trouble paying their bills. Some of them may not be aware there are organizations that can help. Here, Eric points to contact information for the Low Income Home Energy Assistance Program.

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