Customer Corner: Monthly Digest of Insights Shared by Your Peers in the Energy Central Customer Care Group – May 26, 2022

Posted to Energy Central in the Customer Care Group
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Freelance Energy and Technology Researcher and Writer, Final Draft Communications, LLC

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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  • May 26, 2022

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 ways to engage consumers, how to get better media coverage for your utility and more. Be sure to like and comment on your favorite posts. Happy reading!


Three Ways To Engage Consumers in 2022

Nathan Shannon

Link to original article:

The Smart Energy Consumer Collaborative (SECC) has recently conducted a meta-analysis that summarizes the findings of its 2021 consumer research. In this post, Nathan Shannon, President & CEO at the SECC shares three strategies that address findings from the report. They are to create opportunities for consumers to participate in decarbonization goals, develop partnerships with trusted community organizations, and deliver on consumers’ expectations for personalized offerings.


Editorial Calendars Can Help Get Your Utility News Coverage

Andy Gotlieb

Link to original article:

Utilities can take advantage of publications’ editorial calendars to increase media focus. In this piece, Andy Gotlieb, editor of a specialty publication and former public relations practitioner explains that these calendars set up future special sections well in advance to correspond with the time of year, such as a gardening theme in the spring. He recommends that PR teams work with publications to pitch ideas that work well with established themes or suggest their own.


Utility Media Relations: How Do Your Practices Compare?

John Egan

Link to original article:

Here, John Egan, President at Egan Energy Communications helps readers understand why some utility news stories get covered while others don’t. He recommends four primary practices for ensuring media coverage: answering messages left by the news media, making it easy for reporters to find you, having a good story to tell, and telling your story well.


Customer Posterior Protection

Nevelyn Black

Link to original article:

Cyberattacks remain prevalent across industries and cybersecurity is therefore a major concern for companies and organizations. In this article, Nevelyn Black, independent writer reminds readers that utilities are not exempt from this problem. In fact, given that they are notoriously slow to adapt new technologies, they face a steeper climb to achieve customer confidence. Collection of customer data is critical for delivering improved customer service, but utilities must also be aware of and address the concerns it entails.


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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