Customer Corner: Monthly Digest of Insights Shared by Your Peers in the Energy Central Customer Care Group – March 3, 2022

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Karen Marcus has 25 years of experience as a content developer within the energy and technology industries. She has worked with well-known companies, providing direction, research, writing, and...

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Welcome to the Customer Care Group roundup, Customer Corner. As always, your fellow group members are paying close attention to utility customer care trends and sharing their insights. This month’s selection includes information about how to respond when your utility is challenged, reasons some consumers don’t want to buy EVs, and more. Be sure to like and comment on your favorite posts. Happy reading!


Quick Hits for Utilities: Boosting Trust, ESG, and Communications

John Egan

Link to original article:

Trust in business is currently higher than trust in other institutions like government, non-governmental organizations, and the media. But, with only 6 in 10 people saying they have trust that businesses will do the right thing, that’s not saying much. In this piece, John Egan, President at Egan Energy Communications offers some ideas for businesses, including utilities, to gain some of that trust back. They include communicating more effectively; better addressing environmental, social, and governance (ESG) issues; and becoming more purpose-driven.


What Should You Do When Someone Challenges Your Utility

Andy Gotlieb

Link to original article:

Reputation has become more important as utilities face an increasing number of complaints and criticisms. Here, Andy Gotlieb, Managing Editor of a specialty publication points out that utilities must therefore become more proactive in responding to them. He suggests remaining calm, picking and choosing your battles, responding by telling your story, and pledging to do better. He points out that it’s not necessary to “win” every battle, that simply taking the steam out of criticism can sometimes go a long way.


Three Things We Learned About Non-adopters of EVs

Nathan Shannon

Link to original article:

In this article, Nathan Shannon, President & CEO at the Smart Energy Consumer Collaborative (SECC) describes an in-depth study that his organization conducted regarding Americans’ concerns and interest around EVs. One of the key findings was the motivation for consumers who haven’t purchased an EV and don’t plan to. The study revealed that this group frequently lacks direct experience with or knowledge of EVs, is very concerned about battery range and charging convenience, and views price as a significant barrier.


What Are Customers Saying About Your Utility?

Nevelyn Black

Link to original article:

Energy prices are rising, and many customers are struggling to pay their utility bills. In this post, Nevelyn Black, Independent Writer suggests that providers should respond by empowering customers who may otherwise feel helpless. She notes that utilities are doing so in allowing customers to take control of their own energy costs by changing their behavior, such as limiting their energy consumption during peak hours. Such efforts and others, like communicating more effectively about utility programs and activities, can help utilities boost waning customer satisfaction.


Thanks again for reading this edition of Customer Corner! The authors listed above are eager to hear your thoughts and questions, so don’t hesitate to engage them. And if you want your content to be featured in this spot in future issues, be sure to publish your posts within the Customer Care Community.


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