Customer Corner: Monthly Digest of Insights Shared by Your Peers in the Energy Central Customer Care Group – March 4, 2021Posted to Energy Central in the Customer Care Group
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- Mar 4, 2021 9:50 pm GMTMar 4, 2021 9:43 pm GMT
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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 timely information about improving utility customer satisfaction and digital communication trends. Be sure to like and comment on your favorite posts. Happy reading!
Texas Energy Crisis: 3 Ways Utilities Can Safeguard Satisfaction Post-Winter Blackout
Despite the recent push in the utility sector to improve customer satisfaction, it has actually declined in the last two years. In this article, David VanAmburg, Managing Director at The American Customer Satisfaction Index, reports that the most recent drop was by 1.5% to a score of 72.1/100. He offers some good news, though: there are things utilities can to do bring this score up, even after an event like the recent winter storm and all that followed in Texas. David recommends finally making necessary changes, maintaining constant communication, and stepping up when customers need it most.
How the Utilities Industry Is Leading a Paradigm Shift in Customer Experience
Link to original article: https://energycentral.com/c/cc/how-utilities-industry-leading-paradigm-shift-customer-experience
In this piece, which is also about customer satisfaction, Piyush Desai, Director at Tekgeminus Solutions Inc. explores how utility companies are actively engaging with their customers in an effort to transform the customer experience. Efforts include paying attention to the Net Promoter Score (NPS), leveraging analytics for smart outage management, optimizing the ticket management system, and improving the bill payment process.
5 Digital Communication Trends for Utilities in 2021
Link to original article: https://energycentral.com/c/cc/5-digital-communication-trends-utilities-2021
As we enter 2021, power utilities are recognizing the need to build stronger relationships with customers. That means communicating with them proactively beyond their monthly bill and restoration management. In this post, Dave Reim, President at Questline Inc. discusses several trends affecting communication decisions. They are the need to reach younger audiences, the need to educate customers about environmental awareness, the emergence of non-load revenue sources, smart home adoption, and a resurgence in the use of newsletters. This item is part of Energy Central’s 2021-01 – State of the Industry special issue.
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