Should utilities model their customer service programs off Amazon, Netflix, or Uber models.” Why or Why not?

As far as "Should utilities model their customer service programs off-of Amazon, Netflix, or Uber models," goes, I'd say "yes and no."

Yes, utilities should harvest best practices from customer obsessed brands for the things that those tech-led companies do very well.

Customer Self-Service:  These companies continually optimize their digital customer experience to shift the most common customer interactions to self-service, and utilities should have a strategy for digital self-service that extends beyond new energy starts and transfers to DR or TOW program enrollment, payment assistance plan registration, and other key services.  Customers appreciate doing these basic tasks on their smartphones, but with the ability to get live help when they need it.

Social Customer Service - If you think your customers aren't already using your Facebook and Instagram channels for customer support, check your feed.  Utilities can improve customer engagement and prepare themselves for the next generation of customers through social customer service.

Personalization: Those brands have led their industries in building truly personalized 1:1 relationships with their customers.  Utilities possess all of the energy use, demographic and segmentation data required to deliver a more personalized experience to their customers, but still send 1:all offers for learning thermostats despite the fact that those offers only appeal to home owners with larger bills.  Greeting customers by name, having their billing data in hand, and anticipating their needs is the function of CIS solutions merged with great customer service practices for a more personalized and satisfying experience.

On the other hand, utilities have a mandate to support ALL of their customers in the matter of delivering truly essential services.  I can do without same day delivery of my latest online purchase, but an extended outage or a billing mistake could create genuine distress for customers.

So, I also say "no," utilities shouldn't just adopt the same customer service model as these brands.  Utilities have a responsibility to meet customers in their channel of choice, so they should find a balance between the advantages of these "agile" companies and the often sensitive or complex issues utilities face with their customers.  The "move fast and break things" culture of tech led brands often clashes with the more serious aspects of utility business.