Customer Corner: Monthly Digest of Insights Shared by Your Peers in the Energy Central Customer Care Group – April 1, 2021

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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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  • Apr 1, 2021

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 the customer experience (CX), offering new energy experiences, and more. Be sure to like and comment on your favorite posts. Happy reading!


Net-Zero Is About Customer-Centricity

Rauf Fattakh

Link to original article:

In this post, Rauf Fattakh, Managing Director & Cofounder at Prospero Events Group explains how the key to getting buy-in and cooperation from customers on meeting carbon-neutrality goals is extending an excellent customer experience (CX). He points out the way to do so is to offer omnichannel communications, product differentiation, decentralization, and home automation. As CX improves as a result of these efforts, customers feel more like partners than ratepayers and become more willing to participate in clean energy programs.


New Energy Experiences Key to Driving Value in a Low-Carbon Future

Wytse Kaastra

Link to original article:

Many utilities have evolved beyond providing commodity power. According to new Energy Central member Wytse Kaastra, Managing Director at Accenture, utilities can move in several new directions, including offering extra services such as real-time severe weather alerts, providing energy-related services such as smart home installation, offering energy management tools such as distributed energy resources (DERs), and manufacturing energy-related products like batteries and heat pumps. These actions can help utilities keep up with customer demands and bolster their revenue streams.


SDG&E Customers to Receive Bill Credit in April, August, & September

Sara Prince

Link to original article:

San Diego Gas & Electric (SDGE) will be providing credits to customers on their electricity bills in three separate months this year: April, August, and September. According to Sara Prince, Communications Manager at SDG&E, this price break is part of the California Climate Credit Program, which is part of the state’s efforts to fight climate change. The program requires large industries that emit greenhouse gases to buy carbon pollution permits and the customer credits are their share of these payments, giving customers the opportunity to invest in energy-saving products.


Utilities, Are You Doing These 5 Things to Effectively Engage Your Customers?

Elisavet Sergiadou

Link to original article:

Most utilities understand the value of customer energy consumption data but may not be using it to its full advantage. In this article, new Energy Central member Elisavet Sergiadou, Senior Business Development Manager at NET2GRID offers five ways utilities can use such data to boost customer happiness. They include making energy use data more transparent, ensuring customers are on an optimal energy plan, alerting them about appliance energy efficiency, providing advice about efficient energy usage (such as the best time to charge their EV), and offering new products and services to help them reduce their consumption.


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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