Utilities Don’t Underestimate Value of Emotional Connections
- Jul 28, 2021 5:59 am GMT
This item is part of the Special Issue - 2021-07 - Utility Customer Care, click here for more
In February 2020, (which seems like a lifetime ago now) I wrote a piece for EnergyCentral called Digital Innovation for Utility Customer Engagement in which I talked about how typically regulated utility customers view their electric and gas providers in one of three simple ways:
- My lights are on. My house is heated – “Great!”
- My power and gas services are out. – “When is my service going to come back on?”
- I can auto pay or regulate my monthly spend? – “Beautiful, I can set it and forget it!”
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