Customer Care Roundup: Recent Must-Read Posts From Fellow Community Members
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- Jul 27, 2020 10:56 am GMTJul 24, 2020 6:08 pm GMT
- 263 views
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.
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.
By Patty Durand, posted on July 21
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.
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.
By Andy Gotlieb, posted on July 14
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.
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.