- Jul 12, 2021 1:28 pm GMT
The third Thursday of each quarter is officially designated as Get to Know Your Customers Day, and with the rapidly evolving landscape of utility customers and their relationship with their power providers, this is a critical day for all of us in the energy industry to recognize and reflect upon.
Especially in the Customer Care Group of Energy Central, I think it's important to share with each other important lessons learned, highlight what's worked (and what hasn't), and push forward the utility industry to provide the best possible customer experience.
With that in mind, I've looked back at the past quarter of content in the Energy Central Community and highlighted the most important discussions that have taken place, developments that have been shared, and ideas that have been debated. As you think about how to get to know your utility customers and use that information the optimize their experiences, use these timely and insightful discussions as a starting point to your brainstorming.
Then-- and this is most important-- hop into the comments below to let the community know what you think. Are there upcoming Customer Care trends we're missing? Are there questions you're wondering about the typical utility customer? Is there a successful engagement you want to share? Share it in the comments section of this article and you may be featured in an upcoming Energy Central Customer Care Community Newsletter!
What Do We Know About Utility Customers?
What Have We Learned About Today's Energy Consumer? Shared by Nathan Shannon, President & CEO of the Smart Energy Consumer Collaborative, chosen for inclusion because of the great resources and research that went into backing up these widespread conclusions.
Customer Outreach: You Reap What You Sow, Shared by John Egan, President of Egan Energy Communications, chosen because the easy to understand data and conclusions can provide great actionable advice to customer care leaders
Shifting customer personas of Energy & utilities industry, Shared by Nitin Goyal, DPE IBM, chosen because it recognizes the dynamic and ever-changing nature of customer care in the industry that must be considered
Taking the Next Steps in Utility Customer Care
Beyond the Bill - Customer Care Is Evolving into Consumer Education, by Kristen Jaeger, Senior Analyst at ISO New England, chosen for the important perspectives it provides on where the status quo is falling short and how it's the utility's job to keep customer education moving forward
Leveraging data applications to drive customer engagement, by Jay Malin of Good Egg Media, shared because it recognizes the important role data collection and analysis will provide customer care departments, a topic that must be embraced now or risk having utilities be left behind
Energy Central Partners
From a Reactive to a Proactive Customer Experience, shared by Mechele Herres of Utilty2030, chosen for the advice provided and the great assessment of where the industry isn't yet doing enough but also providing a blueprint on how to fix that
eBill Interest Rises Among Energy Utility Customers, shared by Bethany Farchione of Questline, chosen because of the timely topic and the compelling comments left in response that kept the conversation going
Tech Trends for Utilities: Our Reality is Now a Merged Reality, shared by Sharon Parker of Clevest, shared because of the wide popularity this article gained in the community and the forward-looking prospective it importantly brought
Welcoming New Customer Care Experts in the Energy Central Community
Welcome Brian Lindamood of Questline: New Expert in the Customer Care Community - [an Energy Central Power Perspectives™ Expert Interview]
No discussions yet. Start a discussion below.
Get Published - Build a Following
The Energy Central Power Industry Network is based on one core idea - power industry professionals helping each other and advancing the industry by sharing and learning from each other.
If you have an experience or insight to share or have learned something from a conference or seminar, your peers and colleagues on Energy Central want to hear about it. It's also easy to share a link to an article you've liked or an industry resource that you think would be helpful.