Customer Care
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Patty Durand, executive director for the Smart Grid Consumer Collaborative, reveals the Collaborative's top four U.S. utilities in the area of customer service and the reasons behind those choices.
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Npower is among the least popular organizations in Britain. For the fifth year in a row, the British utility has been voted the country’s worst energy supplier in terms of customer satisfaction by price comparison website uSwitch and for the second successive year by the Consumers’ Association.
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Monica Whiting, formerly with Colorado Springs Utilities (currently with JEA) shares her top five challenges for utilities. Whiting was general manager, customer revenue and services with Colorado Springs Utilities, a community-owned utility in Colorado Springs, Colorado when she won her KITE award in 2012.
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If you’ve been in this business for a while and attended a few industry conferences, you may have heard the Green Button Initiative chatted about. But, be honest, you're thinking to yourself, "What the heck is that exactly?" Click on this article to find out.
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Trends change, especially on Twitter. At the speed of real life, trends flow in months or years. Slap bracelets have died and come back twice, but baggy pants are still in. On Twitter, though, trends change in moments, in milliseconds, in fractions of time only mathematicians know the correct terms for. We continue our series of best utility tweets by looking back at some of our favorites in April and all the changes.
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How often and how thoroughly do you think about your customers? Do you lump them into sums and then slice them into segments? Do you wonder about how they reach you and if they are reaching out to you—and you are reaching out to them—in the most efficient and effective way possible?
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The Guam Power Authority (GPA) serves 48,000 meter customers with 663 miles of power lines and 29 substations across the island. For this installment of Intelligent Utility’s Utility2utility interview series, we chat with John J. Cruz Jr., P.E., MBA, GPA’s strategic planning and operations research division (SPORD) manager.
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“Stray voltage is a much more common occurrence than the general public realizes,” said Donald R. Johnson, an electrical engineer who specializes in stray voltage evaluations and serves at an expert witness in stray voltage lawsuits. We talk with him about definitions and preparations.
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Available now.
The March/April issue of Intelligent Utility is all about the convergence of the smart grid and the customer: angry, happy and apathetic. You’ll know your customer better than you know yourself when you finish this issue.
And you can download the entire issue for free by clicking this link.
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+Apparently, we’re social animals
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+the success of analytics still comes down to people
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+But customers don’t care
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+PG& E, Austin Energy Show off their programs
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+OK, TX, CA all represented
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As we discussed in earlier issues of this utility tweets article series, utilities have really come far in using Twitter in new, interesting, informative and amusing ways. With this issue, we perused a whole lot of utility and association feeds to put together some of our favorites from March featuring the touching, the educational, the practical and the mildly paranoid.
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As utilities look more to empowering the consumer, they’re growing a number of in-house building efforts from smart thermostat initiatives to efficiency programs. Kevin Meagher, vice president of smart homes for Lowe's (yes, the place where you buy your gardening tools) says utilities are making all of this consumer engagement just too darn hard.
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The meter installation in Naperville, Illinois has an active and vocal protest movement. Despite studies by the utility and objective sources refuting the movement's claims, a form letter created by the protest group has spilled over the edges of this community and appeared in various forms at utilities across the country. Nicknamed "the Naperville letter," it may be coming to a utility near you. Here's insight into where it came from, what it says and how you can respond.
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