The Path of Least Resistance
- Oct 30, 2019 10:00 pm GMT
This item is part of the Special Issue - 2019-10 - Energy Efficiency, click here for more
As the founder and co-owner of an energy consultancy that supports the utility industry, I get to interact with industry research through the vantage point of both utilities and their customers. Whether it’s evaluating pilots, deploying surveys, or designing customer journey maps, I feel like I always have the best seat in the house when it comes to seeing the customer experience in real time. But every so often, I get to experience our industry through the most grounding perspective of all…my own.
A few years back I was faced with the task of installing a new water heater. It seemed like a simple purchase, no? A boring purchase, even. Who knew so much drama could surround such a benign item?
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