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

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Nevelyn Black is an independent writer with a background in broadcast and a keen interest in renewable energy.  In the last few years, she transitioned from celebrity interviews and film shoots...

  • Member since 2017
  • 809 items added with 469,175 views
  • Jul 29, 2020

See how Detroit-based energy company, DTE, pivoted their message to reassure customers during current world events.  Without getting lost in the sea of new ads, the company was able to address the evolving concerns and priorities of the customer.  Combining data with research firms, Ipsos and Resonate, DTE found that the relevant messages of care, commitment and action increased trust in the company and resonated with the customer.  How are customer service representatives being trained to fulfill expectations ‘as seen on tv?’ How can they reflect the same sense of empathy and 'reliability’ your utility has worked so hard to develop and maintain?

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