Customer Corner: Monthly Digest of Insights Shared by Your Peers in the Energy Central Customer Care Group – October 14, 2021

Posted to Energy Central in the Customer Care Group
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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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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 educating customers about renewables, smart home device adoption, and more. Be sure to like and comment on your favorite posts. Happy reading!


How to Make Energy Education Fun for Customers

Brian Lindamood

Link to original article:

Compared to the video, gaming, and social media content utility consumers enjoy each day, utility news may be much less entertaining. However, utilities must gain customer attention to convey important messages. So, how can they do it? In this article, Brian Lindamood, VP, Marketing & Content Strategy at Questline Inc. suggests framing messages around customer interests and motivations, and delivering them in formats that customers already like.


The Future of Utility Customer Engagement

Maureen Mierke

Link to original article:

The nature of customer engagement is changing and, in this piece, Maureen Mierke, Marketing Manager at Questline Inc. describes how utilities must adjust. For one thing, it’s important to shift focus from customers as rate payers to customers as partners. Additionally, utilities must strive for financial transparency, up-to-date technology, and a strong social media presence.


The Responsibility of Educating Consumers on Renewables

Bethany Farchione

Link to original article:

In this post, Bethany Farchione, Marketing Director at Questline Inc. explains the gap between the public’s eagerness to adopt more renewable energy sources and their limited knowledge about them. Utilities serve as the perfect conduit for raising that degree of knowledge. Bethany recommends that they do so by making complex topics relatable and easy to understand through articles, videos, infographics, and interactive calculators.


Why Some Consumers Have Not Adopted Smart Home Devices

Nathan Shannon

Link to original article:

Sales of smart home devices are on the rise. Yet, many consumers still don’t have any of them. Here, Nathan Shannon, President & CEO at Smart Energy Consumer Collaborative asks why. Some of the top reasons, he finds, are that these consumers don’t see a need for them, are concerned the devices will share private data, and don’t want to spend the up-front costs to purchase them. Utilities can use this information to craft messaging around smart home devices and the benefits they provide.


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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