Customer Corner: Monthly Digest of Insights Shared by Your Peers in the Energy Central Customer Care Group – August 18, 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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  • Aug 18, 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 helping customers with low incomes, the value of frictionless payment options, and more. Be sure to like and comment on your favorite posts. Happy reading!


Achieving Meaningful Energy Savings for Low-income Customers

Brody Vance

Link to original article:

Households with low incomes are in the greatest need of energy-saving programs, yet they commonly face the most barriers to accessing them. In this post, new Energy Central contributor Brody Vance, Multifamily Strategy Manager at Franklin Energy explains some of these barriers, including high upfront costs, lack of information, and home repair roadblocks. He suggests that utilities start now to make a concerted effort to target these households with robust efficiency services.


The Intersection of Payments and Customer Satisfaction: More Options Improve Experience

Sara Faied

Link to original article:

Utility customers have come to expect a frictionless payment experience based on the companies they do business with. Utilities that match this experience with things like a simplified payment process and paperless billing options are likely to improve customer satisfaction and loyalty. In this article, new Energy Central contributor Sara Faied, VP, Processing Transformation at InvoiceCloud points out that convenient self-service check-out options help customers pay on time which is a win-win for them and their utilities.


Big Tech Lessons From FinTech to Utilities

Mark Wilkinson

Link to original article:

In this piece Mark Wilkinson, SVP Products at Ibex Digital recounts a conversation between himself and colleague Jon Lunitz, who has written extensively about how Big Tech has influenced customer expectations in the financial and utility industries. The conversation includes insights into how both industries can use technology to improve customer relationships and better anticipate and meet customer needs.


Bust Out of Service Fatigue: The What, Where, Why and How Behind a Decline in Customer Service Excellence

Laurie Guest

Link to original article:

The sense of not being able to please customers no matter how much you try is called service fatigue. Here, new Energy Central contributor Laurie Guest, Keynote Speaker at Guest Enterprises, Inc. explains what service fatigue is and how to combat it. She points out that this phenomenon can be the result of a number of factors and, if not addressed, can negatively impact the customer experience.


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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