Customer Corner: Monthly Digest of Insights Shared by Your Peers in the Energy Central Customer Care Group – September 15, 2022
- Sep 15, 2022 4:53 pm GMT
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 common customer engagement categories, how to achieve success with utility marketplaces, and more. Be sure to like and comment on your favorite posts. Happy reading!
Who Should You Target to Maximize Engagement in Utility Programs?
Link to original article: https://energycentral.com/c/cc/who-should-you-target-maximize-engagement-utility-programs
In this post, Nathan Shannon, President & CEO at Smart Energy Consumer Collaborative (SECC) points out that utility customers represent a full spectrum of values, motivations, and behaviors. He suggests that utilities can use this information to better target their outreach. Based on the SECC’s updated consumer segmentation framework, utility customers generally fall into three categories: knowledgeable and participatory Green Pioneers, slightly less engaged Connected Pragmatists, and somewhat less comfortable with technology Simply Sustainable customers.
The 4 E’s of Utility Marketplaces
Link to original article: https://energycentral.com/c/cc/4-es-utility-marketplaces
To be successful, utility marketplaces must be easy. With that in mind, in this article Mark Wilkinson, SVP Products at Ibex Digital explains four specific areas in which they must be so. They are (1) easy to find with plenty of announcements and promotions, (2) easy to navigate with lots of pictures and simple design, (3) easy to check out with one-click shopping and value-add services, and (4) easy to return with things like abandoned cart emails and local offers.
What Won’t Get Coverage for Your Utility
Link to original article: https://energycentral.com/c/cc/what-won%E2%80%99t-get-coverage-your-utility
Not all pitches result in having a utility’s story covered in a target publication. But there are more and less effective approaches for getting a story picked up. In this piece, Andy Gotlieb, editor of a specialty publication and former public relations practitioner lists some things that likely won’t get covered and are therefore probably not worth pitching. They include industry-specific awards, things the team does all the time, personnel announcements, things that have already been covered recently, and things everyone else does.
Public Speaking: 6 Tips, 6 Sins and 1 Golden Rule
Link to original article: https://energycentral.com/c/cc/public-speaking-6-tips-6-sins-and-1-golden-rule
A new stage in the COVID-19 pandemic means in-person gatherings that have been on hold for the past two years are now happening again. Here, John Egan, President at Egan Energy Communications shares his impressions of speakers at recent energy conferences he attended, noting that some of their skills were lacking. He presents several suggestions for things to do and not do to improve your own public speaking.
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