Corporate Communications

Residential Products, Programs, and Services

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Submitted by user (not verified) on

Utility Marketing Strategy Assessment

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8 storytelling frameworks for utilities

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Submitted by Hailey Walker on

Key takeaways

  • When you present your utility and its offerings in a story, you can engage your customers and help them better remember your offerings.
  • Your utility’s stories should entertain and describe. Storytelling is most effective when the reader can picture a story fully and see themselves in it.
  • Your story should also be believable and relatable. Customers must believe that your product or program will help them before they commit to it.

What do your residential customers think about electrification?

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Submitted by Elizabeth Minor on

To help utilities engage with customers and understand the market for electrification technologies, E Source designed a survey to gather information on this topic from residential customers. We focus primarily on three technologies: heat pump water heaters, heat pumps for home heating and cooling, and induction cooktops.

How to tell customers you’re increasing rates without losing their trust

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Submitted by Christina Bryson on

Q:What are the best ways to communicate rate changes to utility customers?

A:Utilities need to be as transparent as possible in communications about rates and billing increases. Customers want to know when their bills are going to go up, why, and how they can lower their costs.

Make sure to let customers know when bill increases will take effect and give them plenty of advance notice to prepare. This can reduce their frustration and reduce the calls you get at your contact centers about bill increases.

The quilt for a better tomorrow: A metaphor for the Sustainable Utility

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Submitted by Joshua Sorensen on

Key takeaways

  • Like the art of quilting, the Sustainable Utility requires the input, talents, and cooperation of a group of unique people.
  • Utilities should approach their vision for a sustainable energy future like a group of quilters would.
  • The most important parts of your plan should be the people in your community; a stellar customer experience; environmental, social, and governance (ESG) pillars; and diversity, equity, inclusion (DEI).

How to make your utility programs more equitable

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Submitted by Dannah Moore on

Key takeaways

  • You can’t create equity without first defining it in your programs.
  • Don’t just collect demographic data; use it to improve equity.
  • Bring in partners from the community when you’re designing programs.

Contents

Create a definition of equity for your programs

Find a way to collect—and use—demographic data

Involve the community during program design

Highlights from the marketing and communications sessions at the Forum 2023

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Submitted by Joshua Sorensen on

Key takeaways

  • Utilities can better reach low- and moderate-income (LMI) customers by focusing on equity in communications and marketing.
  • To best engage customers, meet them where they are in their journey.

How can residential customers lower their winter heating bills?

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Submitted by Joshua Sorensen on

Q:You have helpful advice for saving energy in the summer, so I’m curious about saving energy in winter too. Do you have any advice for lowering heating bills that utilities could promote to customers?

A:Saving money on energy bills can be hard—especially in the winter, when we turn to heating our homes. But there are several things people can do to save money and stay comfortable.

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