Customer Care

  • Some might argue that the cap on return on equity does not really incentivize utilities to demonstrate an aggressive competitive spirit. So can a positive brand really help a utility business?
  • Aug 03, 2015 | Farah Saeed

    Some might argue that the cap on return on equity does not really incentivize utilities to demonstrate an aggressive competitive spirit. So can a positive brand really help a utility business? 

  • DTE Energy announced it ranks among the top electric companies for residential customer satisfaction by J.D. Power among all Midwest utilities in 2015.
  • ALONG WITH WHATEVER makes utility company executives think of bright futures come a few nightmares such as storms, equipment failures and malicious threats that could cause energy generation or distribution outages. And then there are class-action lawsuits.
  • During this week of IEEE's PES General Meeting, we take a look at one of the association's more social projects, the Smart Village, which connects local needs with local resources when it comes to powering up communities.
  • A look at IEEE’s Smart Village

    Jul 28, 2015 | Robin Podmore

    During this week of IEEE's PES General Meeting, we take a look at one of the association's more social projects, the Smart Village, which connects local needs with local resources when it comes to powering up communities. 

  • Hundreds of Allentown and other West Side residents are expected to be without power during the daytime Thursday, thanks to some planned reconstruction work by National Grid crews, the utility confirmed Monday afternoon.
  • In this second part of our interview with Mark Konya, supervisor of customer experience analytics at Ameren Missouri, we chat about how the utility uses analytics in social media and marketing, and Konya gives three great bits of advice to others tackling the scary world of analytics.
  • Jul 27, 2015 | Kathleen Wolf Davis

    In this second part of our interview with Mark Konya, supervisor of customer experience analytics at Ameren Missouri, we chat about how the utility uses analytics in social media and marketing, and Konya gives three great bits of advice to others tackling the scary world of analytics. 

  • Jul 23, 2015 | Guest Writer

    According to a recent study by Duke University, utility customers who use automatic bill pay services consume significantly more energy than those who manually pay their monthly bill after reviewing a statement. 

  • Jul 21, 2015 | Guest Writer

    It’s no secret that today’s utility customer is evolving and beginning to demand more from their provider. While utilities are constantly attempting to provide new services to meet these demands, they can often forget about the tools that help them get even more from their efforts. 

  • Looking beyond the blindfold

    Jul 20, 2015 | Kathleen Wolf Davis

    We’re all blinkered. The best service we can do for each other is try to help with those blind spots to guide us all through. So, here’s a set of new “eyes” for utilities to help them a bit with their blinkers and blinders and vulnerable spots when it comes to customer service.

  • We talk customers and analytics

    Jul 16, 2015 | Kathleen Wolf Davis

    A slice of Ameren Corp., Ameren Missouri serves 1.2 million customers in the Show Me State. In this installment of our Utility2Utility interview series, we chat with Mark Konya, supervisor of customer experience analytics, at the utility about the hottest new thing in the utilities industry --- analytics --- and how they are putting analytics into play.

  • Is there a debate to be had?

    Jul 10, 2015 | Guest Writer

    Smart meters do allow consumers to see the total energy consumption of their home, which can be a tool for increasing awareness and perhaps modifying behavior. What they do not do, however, is show a consumer how or where or why that energy is being used.

  • Jul 07, 2015 | Kathleen Wolf Davis

    Our favorite tweets for June talk kid-powered energy options, promote foot-powered linemen tools and, as always, blind us with science. 

  • Jun 24, 2015 | Betsy Loeff

    When Kansas City Board of Public Utilities (KC BPU) installed a water and electric AMI system in 2013, utility managers had the community in mind.

  • Jun 22, 2015 | John Egan

    "Budgets, Gadgets & Price Increases," a recent survey of North American utility communicators and marketers, contains good news, bad news and intriguing news for that community. 

  • And a hall of fame spot, too

    Jun 19, 2015 | Kathleen Wolf Davis

    A lot of little boys and girls dream of being firefighters or police officers or even utility linemen when they grow up. Evan Suboticki was a lucky dreamer. He got to realize that dream and be that lineman for FirstEnergy. He never realized, however, that this dream job came along with a second one---namely being a model.

  • Jun 16, 2015 | PJ Davis
    There are lots of best practices out there for anyone trying to reach out to an audience using a webcasts platform. However, engaging with the utility industry via webcasts for over a decade has taught me a few lessons of my own.
  • Jun 04, 2015 | Kathleen Wolf Davis

    We spoke with Rafael Sulit, U.S. brand strategy director for National Grid, about the utility’s growth in the area of social media, where the utility is headed in that arena and what other utilities might be able to learn from what National Grid is doing.