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Get to Know Your Customer Day: What Has the Energy Central Community Shared?

Posted to Energy Central in the Customer Care Group
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Matt Chester's picture
Energy Analyst Chester Energy and Policy

Official Energy Central Community Manager of Generation and Energy Management Networks. Matt is an energy analyst in Orlando FL (by way of Washington DC) working as an independent energy...

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  • Jul 12, 2021 1:37 pm GMT
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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]

 

Welcome Mark Wilkinson of Ibex Digital, New Expert in the Customer Care Community- [an Energy Central Power Perspectives™ Expert Interview]

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