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National Grid's Approach to Smart Grid Customer and Stakeholder Experience
UMC 2013 presentation
April 3, 2013
Over the past five years, many utilities have been experimenting with approaches that use education, feedback, and norms to influence their customers’ energy-use behaviors. As with any innovation, success in the behavioral realm has been spotty; however, some approaches have delivered bona fide results ...
Content type: Slides | Author: John Monaghan
Reinventing the Utility Brand Experience
Slides
March 5, 2013
These are the web conference slides.
Content type: Slides | Document ID: ECM-WC-2013-03-ReinventingBrand-SL | Author: Bill LeBlanc
The Consumer Connection: Customer Experience and Branding
Forum 2012 Presentation
October 4, 2012
The Consumer Connection: Customer Experience and Branding A customer's experience is all about emotion . . . and those feelings directly impact perceptions of a company's brand. We’ll discuss the demographic and programmatic factors that influence utility brands and outline practical ...
Content type: Forum, Slides | Author: Matthew Burks, Rachel Cooper
The Language of Trust
Forum 2012 Presentation
October 4, 2012
The Consumer Connection: Customer Experience and Branding A customer's experience is all about emotion . . . and those feelings directly impact perceptions of a company's brand. We’ll discuss the demographic and programmatic factors that influence utility brands and outline practical ...
Content type: Forum, Slides | Author: Michael Maslansky
Marketing Demand Response: BGE's Peak Rewards Program Rebate Program
Forum 2012 Presentation
October 4, 2012
We Want YOU ... to Turn Things Off—Marketing DR Programs Let’s make sure we’ve got this straight: When we run demand-response and pricing programs, we tell our customers to turn off perfectly good loads. How are we supposed to sell that idea without completely confusing ...
Content type: Forum, Slides | Author: Ruth Kiselewich
Experience This! See the World as Your Customers Do
Forum 2012 Presentation
October 3, 2012
Experience This! See the World as Your Customers Do Do you see the world through utility-tinted lenses or through the eyes of your customers? Not taking your customers’ experiences into consideration can be costly for both deregulated and regulated utilities. Come hear how Georgia ...
Content type: Forum, Slides | Author: Florence Connally
Lights Out: Outage Communication Best Practices
October 2, 2012
You have an energy emergency and need to get the word out to your customers. What do you do? Hear firsthand how the best-in-class utilities are communicating with their business customers.
Content type: Slides | Author: Kim Burke
Forced Outage Notification
October 2, 2012
You have an energy emergency and need to get the word out to your customers. What do you do? Hear firsthand how the best-in-class utilities are communicating with their business customers.
Content type: Slides | Author: Kathe Cordova
Outage Communications Electric Business Customers
October 2, 2012
You have an energy emergency and need to get the word out to your customers. What do you do? Hear firsthand how the best-in-class utilities are communicating with their business customers.
Content type: Slides | Author: Michelle Rindt
Building Performance: Are You Talking to the Right People?
October 2, 2012
You have an energy emergency and need to get the word out to your customers. What do you do? Hear firsthand how the best-in-class utilities are communicating with their business customers.
Content type: Slides | Author: John Klein
Best Buy Innovation: Designing and Delivering a New In-Store Customer Experience
UMC 2012 Presentation
April 11, 2012
Our in-depth and intriguing closing plenary will look at Best Buy’s evolving customers and marketplace. Then we’ll dive into the carefully crafted decision to redesign the company’s in-store customer experience. We’ll get direct guidance from the man who conceptualized, designed, and developed ...
Content type: Slides, Utility Marketing Conference | Author: Kris Bowring
Making the Customer Central to the Mission: Duke’s Journey
UMC 2012 Presentation
April 11, 2012
Duke Energy will join us to discuss the trends, data, and long-term thinking that support its new customer-centric perspective and business strategy. What converging forces shaped this bold new approach, and what does this mean for our industry and our relationship with customers?
Content type: Slides, Utility Marketing Conference | Author: Susie Adams
Gaining Customer Trust
Slides
October 5, 2011
These are the web conference slides.
Content type: Slides | Document ID: UCS-WC-10-11-Trust-SL | Author: Sarah Fiebiger, Senior Research Associate
A Smart Grid Business Case Your Customers Will Buy
Forum 2011 Presentation
September 21, 2011
A Smart Grid Business Case Your Customers Will Buy In the beginning, there were energy savings. Considering lessons learned from early rollouts and demonstrations, it’s clear that smart grid success should not hinge on customer behavior. Utility representatives who are developing ...
Content type: Forum, Slides | Author: Jim Parks
MLGW’s Focus on Customer Impacts
Forum 2011 Presentation
September 21, 2011
A Smart Grid Business Case Your Customers Will Buy In the beginning, there were energy savings. Considering lessons learned from early rollouts and demonstrations, it’s clear that smart grid success should not hinge on customer behavior. Utility representatives who are developing ...
Content type: Forum, Slides | Author: Becky Williamson
Drivers of Small and Midsize Business Customer Satisfaction
Slides
May 13, 2011
These are the web conference slides.
Content type: Slides | Document ID: BCO-WC-5-11-SMBSatisfaction-SL | Author: Mike Hildebrand
Stakeholder Engagement and Communications: Lessons from the Field
Slides
May 4, 2011
These are the web conference slides.
Content type: Slides | Document ID: UCS-WC-5-11-Stakeholder-SL | Author: Dulcey Simpkins
Austin Energy: AMI Deployment Strategy
Forum 2010 Presentation
September 23, 2010
Smart Grid may offer new and exciting opportunities for utility customers, but it can also bring lots of questions, uncertainty, and fear. We’ll focus on how utilities are addressing these issues. For example, Austin Energy developed an up-front communication plan for informing customers early and ...
Content type: Forum, Slides | Author: Daena Bruce
Communicating with Customers
Forum 2010 Presentation
September 23, 2010
Smart Grid may offer new and exciting opportunities for utility customers, but it can also bring lots of questions, uncertainty, and fear. We’ll focus on how utilities are addressing these issues. For example, Austin Energy developed an up-front communication plan for informing customers early and ...
Content type: Forum, Slides | Author: Price Robertson
Utility 2010 Social Media Midyear Review
Slides
July 20, 2010
These are the web conference slides.
Content type: Slides | Document ID: UCS-WC-7-10-SocMediaReview | Author: Matthew Burks
Smart Grid Data Privacy
Slides
December 10, 2009
These are the web conference slides.
Content type: Slides | Document ID: ES-WC-12-09-Privacy-SL | Author: Kenneth Black
Innovative Low-Income Weatherization Marketing and Outreach
Slides
November 16, 2009
These are the web conference slides.
Content type: Slides | Document ID: RES-WC-11-09_LowIncome-SL | Author: Florence Connally
Digital Social Media Tracking
Forum 09 Presentation
September 25, 2009
Social media, which represent a fundamental shift in the way we communicate, are growing in popularity exponentially. Your customers are already talking about you through social media channels—are you part of the conversation?
Content type: Forum, Slides | Author: Matthew Burks
Pepco's Journey into Social Media
Forum 09 Presentation
September 25, 2009
Social media, which represent a fundamental shift in the way we communicate, are growing in popularity exponentially. Your customers are already talking about you through social media channels—are you part of the conversation?
Content type: Forum, Slides | Author: Andre Francis
Web 2.0 for Utilities
Forum 09 Presentation
September 25, 2009
Social media, which represent a fundamental shift in the way we communicate, are growing in popularity exponentially. Your customers are already talking about you through social media channels—are you part of the conversation?
Content type: Forum, Slides | Author: Andrew Heath
Energy Showcase Case Study
Forum 09 Presentation
September 23, 2009
Business customers provide the largest amount of energy efficiency and demand savings for utilities, but they also present the most challenges.
Content type: Forum, Slides | Author: Laurie Malmstrom
Fundamentals of Social Media Strategy
Slides
September 10, 2009
These are the web conference slides.
Content type: Slides | Document ID: UCS-WC-9-09-SocialMedia-SL | Author: Matthew Burks
How New Media Are Changing the Way You Need to Communicate
Slides
June 2, 2009
These are the web conference slides.
Content type: Slides | Document ID: UCS-WC-5-09-NewMedia-SL | Author: Matthew Burks
Two New Tools to Help You and Your Business Customers
May 18, 2009
Get actionable data you can use to improve business customer satisfaction and account management effectiveness. Find out about two new E Source tools that will help you determine whether you are meeting the needs of your business customers.
Content type: Slides | Document ID: BMS-WC-5-7-09_2NewTools.pdf | Author: Mike Hildebrand
How Communicating About Corporate Citizenship Affects Your J.D. Power Scores
Slides
November 5, 2008
These are the web conference slides.
Content type: Slides | Document ID: UCS-WC-11-08-SL | Author: John Egan and Kim Knox
