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PUR Guide 2012 Fully Updated Version

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This comprehensive self-study certification course is designed to teach the novice or pro everything they need to understand and succeed in every phase of the public utilities business.

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communications

Connecting Before the Storm

The new language of utility communications, post-Sandy.
Thayer Fox and Patrick Buckley, Maslansky + Partners
Effective crisis communications requires laying groundwork long before the damage happens. Successful engagement calls for consistent, positive messaging when the lights are on.
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A Virtuous Cycle

Byline: 

Andrew Heath

Magazine Volume: 
Fortnightly Magazine - October 2012

Data and experience show that serving customers well translates into better rate case outcomes. Conversely, poor performance starts a downward slide. J.D. Power and Associates research shows the correlation between customer service and financial returns.

Image: 
Figure 1 - Approved ROE And Customer Satisfaction
Figure 2 - Customer Expenses And Satisfaction
Figure 3 - Profitability and Customer Satisfaction
Figure 4 - Virtuous Cycle of Customer Satisfaction
Figure 5 - Rate Case Gap And Customer Satisfaction
Author Bio: 

Andrew Heath, Senior Director, Energy Practice, J.D. Power and Associates

Category (Actual): 
Customer Engagement
Rate Cases
Strategy & Planning

How customer satisfaction drives returns on equity for regulated electric utilities.