From 'Ratepayer' to 'Customer': Best Practices in Customer Engagement
Event Start Time (Eastern Time):12:00 PM
Utilities have a compelling story to tell about their efforts in grid modernization, but that story has to reach their customers and ring true. How best to engage customers who have heightened customer service expectations in a digital age, but carry the legacy of being passive ratepayers who respond only to outages and bills? <p> To succeed, utilities have to move the needle in this important mission.
|Customers must understand and accept grid modernization initiatives because they will pay for those initiatives and regulators typically require that they benefit from them. Unfortunately, it's not that simple. Utilities have to cut through the noise confronting customers' daily lives. Customers have the power to turn public sentiment against a utility if the utility fails to provide sufficient transparency and urgency around its plans. Thus, utilities have to decide how to engage their customers, what to tell them, how much to tell them and when to tell them. Best practices can include the gamut of communication modes from old-fashioned door hangers and face-to-face meetings to the use of online and mobile social media. It can mean the development of messages for specific customer segments. |
Leading customer service executives from utilities across the country share their best practices in this vital area. Join moderator Phil Carson, editor-in-chief of Intelligent Utility Daily, as this discussion unfolds. Audience participation is encouraged.
The webcast is free but seating is limited. Register today to guarantee your seat. .
Person to Contact:Energy Central