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

Nevelyn Black's picture
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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
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  • Apr 8, 2020

From service disconnection suspensions to tips on how to lower their bill, utilities have been supporting customers through this difficult time.  But significant improvements in phone and digital service are making it easier for customers and the Cogent Syndicated Customer Effort Index is taking notice.    How is your utility prioritizing community needs and managing customer expectations?  Chris Oberle, senior vice president at analyst firm Escalent said, “Top-scoring utilities on customer effort have developed easy processes across their critical customer experience touchpoints.”

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Matt Chester's picture
Matt Chester on Apr 8, 2020

It's in time of crisis that utilities can really solidify (or, if done wrong, bungle) their status as community pillar, so different than normal businesses-- especially businesses of their scale

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