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Customer Care

Customer Care

Call your mom instead of your utility

Do your customers spend more time talking to you than they do their own mothers? Well Mercury decided to change that with a suite of customer engagement tools...

Customer Care

Tampa Electric’s Nancy Tower offers 10 tidbits on customer culture and engagement

It’s a brave new utility world with the customer in charge today. They’ve morphed from generic, lumped-together “ratepayers” to segmented, targeted, and labeled...

Customer Care

PG&E turns direct outreach into a bump in SMB customer happiness

In the wide-ranging discussion about the wants and needs of the utility customers, we often forget the small and medium business (SMB) segment. It’s not large...

Customer Care

Lessons in customer behavior from PwC and J.D. Power

We talk a lot about customers these days in the utilities industry: what they want, what they need, what they’ll choose, what they’ll run from, what they’ll...

Customer Care

Your thinking, your customers and your grid, too: looking for tomorrow in today

Tomorrow is so yesterday. We’ve been talking about the future for so long, surely we must be knee-deep in it by now. But the problem with tomorrow is this: It’s...

Customer Care

Choice is pushing the utilities industry into an era of customer consciousness

The energy consumer ain’t what he used to be. But, then again, neither is the energy industry. What used to be static is now constant flux. What used to be...

Customer Care

An electric legacy: Con Edison’s Ketschke on his business, his city and his dad

What brought Matt Ketschke, senior vice president of customer energy solutions at Con Edison, into the energy industry in the first place? Well, you might say...

Customer Care

3 utility industry lessons we can all learn from remembering the Alamo

As we wind up this week in San Antonio for DistribuTECH 2018, there’s been one recurring question all around the floor that isn’t about low voltage or...

Customer Care

5 fabulous customer engagement insights from CPS Energy’s Felecia Etheridge

Every time I hear Felecia Etheridge talk, I want to become her very best friend in the whole wide world. Etheridge is the chief customer engagement officer of...