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.
Utilities across the country are experimenting with various new ways to communicate with customers—from Twitter feeds to text alerts. But few utilities have figured out how to integrate new media channels into a coherent customer engagement approach. A multi-tiered strategy will best serve the needs of customers—and the utility.
Author Bio:
Paul Woods is industry solutions lead at HP Exstream Enterprise Software.
Mastering multi-channel communications for customer service success.
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.
Author Bio:
Andrew Heath, Senior Director, Energy Practice, J.D. Power and Associates
How customer satisfaction drives returns on equity for regulated electric utilities.
Competition and technology could transform the industry.
By Adrian Tuck, Tendril
Success in retail energy markets requires providing customers with the best choices and the best service. Utilities can learn valuable lessons from the experiences of competitive electricity retailers.
Optimizing Customer Service with Monitoring Technology
Patrick Botz, VPI
Employees will account for up to 80 percent of contact center budgets in the increasingly demanding world of customer interaction. Such a substantial investment cannot be left to chance, yet, it is often overlooked and rarely reviewed by managers.
