Customer Corner: Monthly Digest of Insights Shared by Your Peers in the Energy Central Customer Care Group – September 15, 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

In addition to serving as an Energy Central Community Manager, Karen Marcus has 25 years of experience as a content developer within the energy and technology industries. She has worked with...

  • Member since 2017
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  • Sep 15, 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 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?

Nathan Shannon

Link to original article:  

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

Mark Wilkinson

Link to original article:  

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

Andy Gotlieb

Link to original article:  

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

John Egan

Link to original article:  

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.


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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