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Customer Relationship: How to create value in a world of decentralized energy

// 19 April 2017
Article by   Paradigm Shift within the Energy Industry Whether you believe electric utilities are destined to evolve into competitive service providers or distribution system operators, or whether they’ll continue to generate revenue from cost-of-service or performance-based ratemaking, one thing is certain, the industry they do business in will evolve more in the next 10 years than it has ...

Utilizing a 4-Step Approach to Developing Your Utilities’ Voice of the Customer Program

// 11 January 2017
Article by     In a previous Energy & Utilities newsletter article, we discussed how utilities could utilize Voice of the Customer (VoC) Programs to listen to their customers and take action by altering business decisions based on customer feedback.  Organizations often believe that they have a strong VoC program simply because they collect customer feedback, but they are only scratching ...

3 Ways a Utility Can Build Trust with Millennial Customers

// 22 November 2016
Article by       Utilities are starting to have more interactions with Millennials, a segment of the population that has high expectations and a dependency on mobile applications. According to a Pew Research Center article, the percent of young adults living with their parents and families is the highest now since the Great Depression. Along with the trend in delaying marriage until an ...
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