Customer Corner: Monthly Digest of Insights Shared by Your Peers in the Energy Central Customer Care Group – December 9, 2021

Posted to Energy Central in the Customer Care Group
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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
  • 416 items added with 353,729 views
  • Dec 9, 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 utility customer expectations, outage communications pitfalls to avoid, and more. Be sure to like and comment on your favorite posts. Happy reading!


What Do Residential Customers Expect From Their Utility? The Answer May Surprise You…

Dominique de Wit, Ph.D.

Link to original article:

In this article, new Energy Central member Dominique de Wit, Ph.D., Business Analyst at GridX, summarizes information from the Smart Energy Consumer Collaborative (SECC), a consumer-focused nonprofit, which found that nearly 100% of residential consumers are interested in energy technology, especially as it relates to lowering energy bills. These customers expect utilities to inform them, through online rate comparisons and other tools, about cost-saving opportunities with estimates of how new technologies, rates, and programs will impact their bills.


Utility Marketplace Offerings Expand To Meet Customer Demand This Holiday Season

Megan Nyquist

Link to original article:

During the pandemic, online shopping became even more popular than it already was. The availability of online everything has prompted energy consumers to expect the same from their utilities. In this piece, Megan Nyquist, Digital Marketing Manager at Franklin Energy explains that utilities should respond by expanding their online offerings, such as product bundles, program enrollment, and installation scheduling, in addition to traditional products such as LEDs, showerheads, and smart thermostats. Such offerings enable enhanced customer experiences and allow utilities to become trusted resources for their customers.


A Focus on Customer Service Provides Utilities With Clarity in a Time of Great Ambiguity

Paul Korzeniowski

Link to original article:

Utilities are facing many challenges, including changing energy sources, rapid technical advances, shifting government policies, and increasing customer demands. In this post, Paul Korzeniowski, Self-Employed B2B Content Producer describes how an underlying focus on customer satisfaction will help utility leaders address all these issues. To do so, they should concentrate on three critical areas: customer engagement, digital enablement, and operational agility.


5 Reasons Your Outage Communications Aren’t Working

Layna Shuppert

Link to original article:

To prevent overwhelming call centers during power outages, utilities should be proactive in communicating in these situations. Here, however, Layna Shuppert, Marketing Communications Manager at Message Broadcast explains that might be easier said than done and examines some common pitfalls to avoid. They include sending messages that might be right in some ways (such as the right message at the right time to the right customers) but wrong in others (time, customers, or channel). She notes that useful technology can help avoid these pitfalls and reduce call center volume.


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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