Customer Corner: Monthly Digest of Insights Shared by Your Peers in the Energy Central Customer Care Group – May 28, 2021

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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 information about EV adoption, consumer education, and more. Be sure to like and comment on your favorite posts. Happy reading!


Addressing Consumer Pain Points to Electric Vehicle Adoption

Nathan Shannon

Link to original article:  

The path toward greater consumer adoption of electric vehicles (EVs) is becoming clearer all the time, with more models being produced, battery capacity increasing, governmental support growing, and charging stations becoming more plentiful. However, Nathan Shannon, President & CEO at Smart Energy Consumer Collaborative points out in this post that many consumers are still uninformed about EVs, their battery ranges, how to charge them maintenance requirements, etc. He explains that several developments can help turn that trend around.


Beyond the Bill – Customer Care Is Evolving Into Consumer Education

Kristen Jaeger

Link to original article:  

The past year has shown utilities the importance of understanding customers not just from an electricity usage perspective, but also from a human one. In this piece, Kristen Jaeger, Senior Analyst at ISO new England explains that proactively reaching out to customers to find out what’s working and what can be improved is one way to ensure that human connection. She notes that education is another way to provide support because it helps customers help themselves. In striving to provide a superior customer experience, these steps may seem small but can make a big difference.


Ebill Interest Rises Among Energy Utility Customers

Bethany Farchione

Link to original article:  

In this article, Bethany Farchione, Marketing Director at Questline Inc. observes that paperless billing is more in demand than ever. Benefits include greater accessibility and security, no-touch options, and no need to rely on iffy snail mail service. Ebills offer advantages to utilities as well, including savings on printing and postage costs, and the environmental benefit of going paperless. Additionally, customers are more likely to open other emails when they opt for ebilling and become more engaged overall. Bethany also offers several best practices for promoting ebilling.


From a Reactive to a Proactive Customer Experience

Mechele Herres

Link to original article:  

An all-encompassing customer journey can be a hard thing to pin down. Mechele Herres, Marketing Professional at Utility 2030 Collaborative notes in this post that there are several reasons for that, including disparate systems, reports with conflicting information, and differing goals and objectives across business units. However, streamlined customer journeys can be developed using technology that offers integrated, actionable, and real-time views of the customer. Here she shares details about customer journey development challenges and how utilities can overcome them.


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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