VIDEO: this is what Opower's cofounder told utility execs about the future of customer engagement
Here's a fact worth remembering: utilities send their customers about 40 pieces of mail every year. Most of them fall flatter than the paper they're printed on. Opower's Consumer Insights team has spent the last several months figuring out why. And between deep-dive interviews with utility CCOs and sweeping surveys of customer interaction data, the answer has become clear. When it comes to communication, utilities just aren't giving customers what they want at the moments that actually matter to them. You can read why in our latest white paper. You can also click below to hear our cofounder Alex Laskey explain it to a room full of utility executives, in three minutes: As we wrote recently, a more nuanced approach to customer engagement prioritizes quality over quantity. Rather than blasting homes and businesses with wave after wave of generic communications, leading utilities are selectively enriching the customer experience at critical points in the customer lifecycle — delivering a higher level of service at the moments customers care about most.