Podcast / Audio

Strengthening Customer Relationships with Location Technology

Posted to Esri in the Digital Utility Group
Pat  Hohl's picture
Director - Electric Industry Solutions Esri

Pat Hohl, PE, is Esri's director of electric industry solutions. He was a pioneer in the use of GIS for electric utilities. He has over 35 years of experience in utility engineering, technology...

  • Member since 2018
  • 136 items added with 192,761 views
  • Oct 19, 2021

New APPA Podcast - Improving Customer Care

Jessica Valenti and I look at some practical steps for utilities.


Utility customers have high expectations fueled by choice and social media style communication. To boost customer care, many agencies are becoming much more customer-centric in their focus.

Exceptional customer care results when utility staff understand customer behaviors and the electric network  - together. Swift communication and understanding sharpen customer relationships, target communications, and advance utility program adoption. Location technology bridges typical information silos with maps and modern apps. Colorful visualizations provide quick answers that staff and customers both enjoy.

Today in the PublicPowerX Podcast, we speak to Pat Hohl and Jessica Valenti from Esri’s utility team. They share practical steps public power agencies take to improve customer care and bolster communication with modern tools. Additional detail and good ideas are found in the downloadable eBook “Strengthening The Customer Relationship.”



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Paul Korzeniowski's picture
Paul Korzeniowski on Nov 9, 2021

The move to enhance customer service first became evident in the consumer goods market and has been spreading to other markets, including energy. One reason is expectations. Consumers see how other companies improved their customer service and expect similar experiences with their other services. Consequently, it has become important for utilities to invest and improve their customer service, which often scores lower than other industries. 

Pat  Hohl's picture
Thank Pat for the Post!
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