Energy Books That Shouldn't Make You Snore
March 8, 2016 | Luke Currin | 5 min read
Looking for some good books about energy that won't put you to sleep? Look no further! This essential reading list is for the history buffs, techies, entrepreneurs, humanitarians, and policy wonks working in the electricity, cleantech, and oil and gas industries. Happy reading!
How Innovative Utilities Are Rewarding Loyal Customers and Attracting New Ones
March 3, 2016 | Meredith Ledbetter | 2 min read
Looking for a new way to engage your residential customers? Under pressure to attract new customers? Take a cue from other industries and offer a rewards program for loyal customers. We know of several utilities in regulated and deregulated markets that are trying it and getting good results.
Twitterpated: Utilities Get in the Valentine’s Day Spirit on Social Media
February 12, 2016 | Sarah Howie | 4 min read
Roses are red, violets are blue, utilities love their customers, and we do too! Check out how utility brands are sharing the love this Valentine's Day across their social media channels.
The Changing Face of Utility Account Management
February 5, 2016 | Tom Jones, Kim Burke | 2 min read
Utility account management is in the midst of an important transformation that will continue into the near future. Account managers must shift from a reactive stance of responding to customer inquiries and complaints to a forward-thinking, consultative approach led by proactive energy advisors.
In Light of Nevada’s Rule on Solar, It’s Time for Rate Reform
February 1, 2016 | Bill LeBlanc | 5 min read
Nevada's PUC just passed solar rates that appear to make rooftop solar unaffordable, or at least not profitable enough for most solar vendors to do business in the state. Did the new rate go too far? Not far enough? Is it discriminatory? Should solar have its own rate design? If so, why?
Contact Center QA Scores Don’t Measure Much Without the Customer’s Perspective
January 28, 2016 | Jeffrey Daigle | 3 min read
Many utility and non-utility contact centers are including the customer's perspective in their quality assurance (QA) processes. Is it improving the customer experience? Our latest report examines QA best practices and provides tips for taking your QA processes to the next level.
The power of words
January 27, 2016 | Keenan Samuelson | 4 min read
Cisco employees use techie jargon to talk to each other. But when they create marketing materials, that language confuses customers and they don't understand the company's products or how to use them. Cisco simplified its messaging and saw real results. Utilities can benefit from the same.
To Improve Customer Experience, Banish the Culture Bogeyman
December 31, 2015 | Eryc Eyl | 3 min read
Almost invariably, when I’m discussing the topic of customer experience (CX) with utility professionals, the topic of culture comes up. But is culture just a convenient scapegoat—a bogeyman we can blame for holding back CX progress? Or can we do something about it?
Building a multicultural utility social media presence
December 29, 2015 | Sarah Howie | 3 min read
The linguistic and cultural mix of populations throughout North America is shifting, and utilities are working to develop community outreach and communications strategies that can meet the needs of all. Learn more about Southern California Edison's multicultural social media strategy.