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ComEd's Customer Experience Project

Notes from the 2012 E Source Utility Customer Experience Conference

August 16, 2012

These notes summarize a presentation given by ComEd’s director of marketing, Jennifer Montague, at the 2012 E Source Utility Customer Experience Conference.

Content type: Research Brief | Document ID: ECM-RB-4 | Author: Matthew Burks

Customer Satisfaction Improvements

Notes from the 2012 E Source Utility Customer Experience Conference

August 2, 2012

These notes summarize a presentation given by DTE Energy’s Carolyn Mackool at the 2012 E Source Utility Customer Experience Conference.

Content type: Research Brief | Document ID: ECM-RB-2 | Author: Matthew Burks

Outage Communications for Business Customers

Doing It Right Can Drive Satisfaction Higher

May 2, 2012

Engaging in proactive outage communications is one of the key ways to keep business customers satisfied. This report looks at the primary methods that utilities are using to communicate successfully with large, key account customers and small-to-midsize business customers.

Content type: Research Brief | Document ID: BMS-RB-3 | Author: Kim Burke

Marketing Prepaid Programs

April 4, 2012

Prepaid metering can be promoted to all residential customers, but certain segments value different messages delivered through specific channels. Which messaging and communication channels should you be using?

Content type: Research Brief | Document ID: RES-RB-17 | Author: Dulcey Simpkins, Sarah Fiebiger

What Do Corporate Energy Managers Want from Their Utility Account Representative?

November 5, 2009

How can you best serve your corporate energy manager customers in a variety of business, economic, and regulatory climates?

Content type: Research Brief | Document ID: BMS-RB-5 | Author: Stephanie Cary

Reaching Out to Customers in Troubled Financial Times

January 15, 2009

In late 2008 and early 2009, the U.S. economy deteriorated in ways not seen since the Great Depression. Many utilities reported record numbers of customer arrearages and disconnections. How are utilities communicating with customers and what messages are they using?

Content type: Research Brief | Document ID: UCS-RB-4 | Author: Alexandra Behringer