Customer Corner: Monthly Digest of Insights Shared by Your Peers in the Energy Central Customer Care Group – July 22, 2021

Posted to Energy Central in the Customer Care Group
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Karen Marcus's picture
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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  • Jul 22, 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 information about promoting charitable events, key attributes of smart device owners, and more. Be sure to like and comment on your favorite posts. Happy reading!


Implementing a New CIS: 6 Steps That Will Set You up for Success

Jonas De Backer

Link to original article:

In this post, Jonas De Backer, Communication Officer at Itineris describes the process for successfully implementing a new customer information system (CIS). The steps include understanding and documenting your business processes, making your CIS project the top priority, engaging the right stakeholders, ensuring you have the physical space you need, performing process redesign early and setting expectations, and planning for post-live.  


What Charitable Events Should Your Utility Promote?

Andy Gotlieb

Link to original article:

Given the polarized nature of our current culture, promoting community events isn’t as simple as it used to be. In this piece, Andy Gotlieb, Managing Editor of a specialty publication offers advice for choosing which events to support. His tips include avoiding anything to do with politics, religion, race-related issues, and any controversial issue such as abortion, immigration, gun control, and vaccinations. Relatively safe events include those that celebrate holidays like the Fourth of July, events that raise money for food banks, food festivals, animal events, and events involving kids.


Who Are Smart Home Device Owners?

Nathan Shannon

Link to original article:

The Smart Energy Consumer Collaborative (SECC) recently conducted a survey to learn key attributes of smart home device owners and discover why non-owners have not yet adopted. Devices include smart speakers, thermostats, appliances, plugs/outlets/power strips, and lighting. In this article, Nathan Shannon, President and CEO at SECC describes the results of this survey. Some results include that comfort with technology is one of the key attributes of smart device owners, multi-device ownership is common, and device owners are largely satisfied with their devices.


Utility Customer Messaging: Leaders Go First

John Egan

Link to original article:

Here, John Egan, President at Egan Energy Communications uses “leaders go first” messaging from his city’s water utility as an example of an effective platform electric utilities could also deploy. For example, in the event of a price increase, a utility might explain how it has “gone first” by using rainy day funds, refinanced bonds, postponed equipment maintenance, and taken other measures to provide needed operational funding. The same strategy could be used for rotating outages and other matters that are unpleasant for everyone concerned.


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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