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Customer Corner: Monthly Digest of Insights Shared by Your Peers in the Energy Central Customer Care Group – April 28, 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 creating an easy service signup process, promoting community outreach, and more. Be sure to like and comment on your favorite posts. Happy reading!

 


Now Is the Time to Implement Customer Engagement Programs

Janna Normington

Link to original article: https://energycentral.com/c/cc/now-time-implement-customer-engagement-programs

Summer is nearly here and, with it, moving season. In this post, Janna Normington, Vice President, Utility Solutions at Ibex points out that it’s the perfect time for utilities to up their customer experience game. Because moving is highly stressful, utilities that create an easy process for signing up for services easy make a positive first impression, resulting in higher satisfaction scores and greater customer loyalty.

 


Summer’s Coming: Has Your Utility Hired Any Interns?

Andy Gotlieb

Link to original article: https://energycentral.com/c/cc/summer%E2%80%99s-coming-has-your-utility-hired-any-interns

In this article, Andy Gotlieb, editor of a specialty publication and former public relations practitioner spells out the benefits of hiring interns, especially if a utility has suffered from the Great Resignation. Interns can be a great help and can move on to become employees if they do well. To get the best candidates, Andy suggests carefully reviewing submitted materials and conversations with references, looking for enthusiasm, working with local colleges and universities, and, if possible, having applicants do sample work prior to bringing them on.

 


“High Customer Satisfaction Comes Down to Awareness”

Nevelyn Black

Link to original article: https://energycentral.com/c/cc/high-customer-satisfaction-comes-down-awareness

Due to factors like COVID and supply chain issues, customer service isn’t getting any easier and customer service leaders are struggling to keep positions filled. But new technology may be able to help. In this piece, Nevelyn Black, independent writer explains that high customer satisfaction comes down to offerings that make customers’ lives easier — and digital options provide those offerings. However, many customers are not aware of them. Utilities can adapt by being proactive about such offerings and shifting to a view of customer service as a value creation function.

 


Community Relations: Do the Right Thing, Then Talk About It

John Egan

Link to original article: https://energycentral.com/c/cc/community-relations-do-right-thing-then-talk-about-it

Part of the work of utilities is helping their communities. Here, John Egan, President at Egan Energy Communications describes how companies should communicate about those good deeds. Efforts may include things like speedy power restoration following a natural disaster, offering a bill credit program, or running a food drive to help those displaced in an emergency. Studies show that customers’ perceptions of their utilities improve when they know about such actions. However, utilities must walk a fine line between sharing about their outreach and appearing to cash in on it.  

 


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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