Customer Care

  • May 02, 2016 | Sonita Lontoh

    We should not equate popularity with real, tangible IoT benefits. Arguably, some of the not-so-popular IoT applications such as smart grids, smart cities and industrial internet, have much greater potential to deliver tangible benefits to consumers, society and the planet.

  • JEA, the eighth-largest US municipal electric utility, and Exceleron Software, the leading provider of prepayment software for North American utilities, announced that more than 10,000 customers are participating in the JEA MyWay prepayment program. The announcement comes just three years after JEA selected Exceleron's MyUsage ...

  • A glitch in Shasta Lake's electric utility system shocked many of its customers after it automatically called them with disconnection notices early Friday morning.
  • Where do we start?

    Apr 26, 2016 | Pat Dunne

    Big data analytics in today’s utility world not only requires the right questions to be asked, it also requires assembling the right team to execute.

  • Apr 25, 2016 | Kathleen Wolf Davis

    The Department of Commerce recently awarded People Power’s Chief Scientist John Teeter the Silver Medal Award for Exceptional Service for his work in developing Green Button. Green Button reaches millions of customers today, and since we’re always swayed by shiny awards, we sat down to chat with Teeter. 

  • But don’t panic; it’s all good

    Apr 23, 2016 | Kathleen Wolf Davis

    When I was a kid, I had a hardcover of “The Hitchhiker’s Guide to the Galaxy.” In a bit of an inside joke from a subplot within the story, the actual book itself (when you took the dust jacket off) was embossed with DON’T PANIC in big, bold letters---bright yellow on a navy background.

  • Apr 15, 2016 | John Egan
    Utility communicators and marketers are continually looking for new ways to engage in a meaningful and positive way with customers. How about showing movies on a Friday night? It isn't as far-fetched as you might think. Florida public power utility KUA just concluded its second year of doing just that, and the reviews are exceptionally strong. Is it too early for Oscar buzz for best idea?
  • Customers say they want honesty and transparency

    Apr 05, 2016 | Ashley Nicholls

    To better understand what utility customers are thinking about now, KSV, a marketing firm focused on energy sustainability, polled a nationally representative sample of 1,500 utility customers in the first quarter of 2016. 

  • Mar 18, 2016 | James Riley
    For over twenty years the world has noticed that the way we do business has an impact on the planet. Today we know that the state of the planet affects the way we are doing business.
  • Mar 16, 2016 | Bruce Herzer

    As utilities respond to rapid shifts in regulatory models, technology, and customer expectations, it can be useful to have some insight into how others are successfully making a similar transformation. 

  • Mar 03, 2016 | Guest Writer

    Utilities are old hands with connected devices, huge data sets and real-time systems, so the current hype around the Internet of Things (IoT) may seem like the rest of the world is just now joining the party.

  • Feb 29, 2016 | Guest Writer

    2016 is here, and with it comes another update from JD Power on utility customers' satisfaction. The good news is that this year, the trendline is up.

  • Feb 17, 2016 | Ginger Juhl

    Last week at a major industry conference, ONZO surveyed utilties on what utilities think when it comes to the importance of customer insight and engagement. The results are in. Just click.

  • Feb 16, 2016 | Kathleen Wolf Davis

    Last week, the Smart Grid Consumer Collaborative (SGCC) held their 2016 Consumer Symposium. This year’s theme was “The Connected Consumer and the Future of the Grid.” 

  • Feb 15, 2016 | John Egan
    Let's explore two more lessons utility communicators and marketers could learn from the presidential candidates.
  • Feb 05, 2016 | Vanessa Edmonds
    In math the order of operations is an agreement to ensure that everyone gets the correct answer. Without the order of operations, one person might simplify 3 + 4 x 5 as 35 by adding first.
  • Feb 04, 2016 | Guest Writer

    The smart home promises tremendous advantages in comfort, convenience and control. Sadly, most of today’s smart homes aren’t as, well, smart as we’d like. My house is among the smartest homes in my neighborhood, but let’s just say if it were a high school senior it wouldn’t be getting any scholarships to Harvard.

  • Feb 03, 2016 | Guest Writer

    Of the many challenges utility executives face today, website redevelopment probably doesn’t rank very high. But if customers matter, it should. Consider that increasingly your customers’ primary experience of your brand is through your website.

  • And are you ready for juggling more than one?

    Jan 29, 2016 | Kathleen Wolf Davis

    I’m an old-school consumer. I want to sit on my couch, watch my reruns of “M.A.S.H.,” read my Steinbeck and not think about where my power was made. But my group of consumers is dying off and another, more active type is taking our places. Here are three suggestions to get yourself ready, utilities. 

  • Understanding your base

    Jan 26, 2016 | Felecia Lokey Etheridge

    As in retail, utilities, too, are being challenged to redefine—or, at a minimum, define—channel strategies and capabilities to meet or keep pace with customer expectations. Not only must utilities deliver on interactions but also address changing expectations and preferences of their customers—customers who are increasingly social, mobile and uber-connected (pun intended).