Customer Care
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We chat with Knowledge Summit customer service track chairman David Ling, director of CS best practices for PPL Electric Utilities, about trends in customer service and how meter data impacts it all. (This year, the Knowledge Summit happens Nov. 4-6 at the Broadmoor in Colorado Springs, Co. Click here for more info.)
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Matthew McConaughey introduced me to Karen Jones, chief marketing officer at Reliant. Now, I don’t personally know Mr. McConaughey. We’re not diners-and-dives buddies or anything, but his very distinctive Texas drawl is a highlight of Reliant’s advertisements in the Lone Star State. (This is the first installment of our new women-in-energy article series.)
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From the customer perspective, have utilities evolved? Do they offer what a customer wants? Are they making in-roads into the crowded consumer mindset or simply adding to the consumption “noise” that customers wade through every single day?
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Analyst Christine Easterfield looks at the role of customer within smart metering with examples from the U.S. and Europe.
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We've learned, and we're listening
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The latest installment of our popular "best of" utility tweets series looks back over the busy month of May for the weak, the strong and the community active. To follow us on Twitter, just click here. You'll find us under the @IntelUtil handle.
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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. (This is part 2 of a two-part series.)
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That mysterious smile has made the Mona Lisa famous, but mystery also brings a negative: It makes us think something sinister is being hidden from us. For years, the utility industry has suffered under a similar issue: For most people, their power utility has been an enigma—an important one, no doubt—but one that still remained a mystery. Today, that's all changing.
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The KITE awards, given each year at the Knowledge Summit, recognize leaders who have demonstrated exemplary knowledge, innovation, technology, and excellence (KITE) in information technology and customer service. Caroline Winn with San Diego Gas & Electric won Customer Service Leader of the Year, Large Utility Category (1,000,000 metered customers or more). Here she discusses the industry hurdles she sees ahead.
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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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