Customer Outreach: You Reap What You Sow
- Apr 7, 2021 5:43 am GMTApr 7, 2021 4:37 am GMT
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Ever wonder why some companies emerge from crises faster, with more of their reputation intact, while others die a death of a thousand cuts? The answer can be found in the adage, “As you sow, so shall you reap.” You can find all kinds of validation of that simple premise. Recently, I was reminded of it while writing an article for California Water & Power, the quarterly magazine of publicly owned electric and water utilities in California. It turns out that publicly owned utilities (POUs) in the Golden State are held in higher regard by their customers compared to the way customers of investor-owned utilities (IOUs) view their providers of essential services. Why? More and better customer outreach, I’d say. I blog about customer outreach, customer satisfaction, stakeholder engagement and social license to operate from time to time. Maybe it’s me, but it seems those interrelated issues are becoming more important for utilities.