Improving your customers’ outage experience
An electric outage can make or break a customer’s perceptions of their utility. While outages can’t be eliminated completely, utilities that understand and adapt to customer expectations can transform outages from experiences that lead to dissatisfaction to those that create greater satisfaction and loyalty. In this peer exchange, which is exclusive to members of the Tennessee Valley Public Power Association, we’ll discuss how to deliver communications, tools, and information to customers so an outage becomes a better experience.
Potential topics include:
- Drivers of customer satisfaction (and dissatisfaction) with planned and unplanned outages
- Equipping and enabling employees for the outage experience
- Effective outage communication
- Optimizing outage alerts and alert enrollment
Through E Source exchanges, you can build a topic-specific network of utility professionals who can help you find solutions to your toughest challenges.
Moderators:
Eryc Eyl, senior solution director, Customer Experience, E Source
Jessica Bailis, solution director, Marketing and Communications, E Source
Melanie Wemple, senior managing director, Management Consulting, E Source
Who should attend:
Tennessee Valley Public Power Association utility members who are interested in improving outage experiences and communications.
Interested in this event but can’t attend? Register anyway and we’ll notify you when the presentation and recording are ready for on-demand viewing. Questions about this event? Send us a message.