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Customer Care

Customer Care

How to grade your utility’s digital footprint from the emotional intelligence POV

If you grew up on old reruns of the original “Star Trek” as I did, you learned one major thing from Leonard Nimoy’s fabulously dry and wry Mr. Spock: Humans are...

Customer Care

Sometimes simple isn’t simple: leading customer program concepts from frontrunner utilities

What truly separates (and connects) customer and utility differs by point of view. From the customer angle, it’s simple—a narrow definition. They see one thing...

Customer Care

What utilities can glean from classic comics to pen a better future (spoiler alert)

Wonder Woman saved Steve Trevor (and at least one war). The Avengers saved New York—at least the parts they didn’t flatten. (Recently, they tried to save the...

Customer Care

2 forward-thinking forecasts on innovation speculation in the utility industry

Sometimes innovation is discovered in hindsight. I think the best story to illustrate this point is the history of aluminum. The original techniques to refine...

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...

Oracle

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