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Customer Corner: Monthly Digest of Insights Shared by Your Peers in the Energy Central Customer Care Group – November 11, 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 the pros and cons of sharing customer data, billing system considerations, and more. Be sure to like and comment on your favorite posts. Happy reading!
Con Edison Is an “Energy Star” for Helping Customers Conserve
Link to original article: https://energycentral.com/c/cc/con-edison-energy-star-helping-customers-conserve
Con Edison has earned the 2021 Energy Star Partner of the Year Sustained Excellence Award from the U.S. EPA in recognition of its energy efficiency programs. In this post, Allan Drury, Media Relations Manager at Con Edison explains that these programs offer incentives for customers who switch to energy-efficient lighting, HVAC systems, appliances, and more. The EPA noted the impressiveness of Con Edison continuing energy efficiency programs through the COVID-19 pandemic, saving customers more than 245,000 megawatt hours of electricity in 2020.
Sharing Is Caring — Boost Customer Care With Data Sharing?
Link to original article: https://energycentral.com/c/cc/sharing-caring-data-sharing-boosts-customer-care
In this post, independent writer Nevelyn Black describes a novel way to serve customers that not everyone agrees with: sharing data. The idea doesn’t sit well with some, but others argue that data sharing can enable customers to be more successful with products and services, leading to an improved customer experience. Data can also be used to identify potential problems before they occur. Better served customers lead to additional advantages like fewer demands on call centers, enabling utilities to shift costs to other important programs.
Navigating the New Billing and Payment Ecosystem With Choice, Convenience, and Control
Link to original article: https://energycentral.com/c/cc/navigating-new-billing-and-payment-ecosystem-choice-convenience-and-control
Many Americans are struggling to pay their bills, and when they have to make hard choices, utilities may not always be at the top of the list. Here, Steve Ostroff, General Manager, BillMatrix and Walk-in Payments at Fiserve writes that’s just one reason utilities must make billing as convenient as possible, give customers choices in how they pay, and give them a sense of control over the process.
Trends and Observations From CS Week 2021
Link to original article: https://energycentral.com/c/cc/trends-and-observations-cs-week-2021
In this piece, Mark Wilkinson, SVP Products at Ibex Digital notes that, while attendance at CS Week in Tampa may have been down from previous years, those who did show up were more deeply engaged. He shares some of the trends he noticed while there. They are disrupted budgets due to the COVID-19 pandemic; renewed interest in new products and services to offer customers; and the desire for marketplaces to balance customer satisfaction and strong ongoing sales.
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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