Many customer service calls stem from one simple issue: customers didn’t receive—or didn’t understand—the information they needed. Strategic marketing can help solve that problem before the phone ever rings. When utilities communicate proactively,...
Trust has become one of the most valuable assets a utility can earn. Customers want transparency, timely updates, and confidence that their utility is acting in the best interest of the community. Building trust begins long before a crisis occurs. Utilities that...
Today’s utilities provide far more than electricity, water, or natural gas. They deliver energy efficiency programs, renewable energy initiatives, fiber broadband, rebates, safety information, and community services that many customers simply don’t know...
Few challenges are more difficult for a utility than announcing a rate increase. Without thoughtful communication, customers may perceive the increase as unexpected or unnecessary. The most successful utilities recognize that transparency and education are essential....
Customer expectations have changed dramatically over the past decade. Today’s utility customers expect the same level of communication and digital convenience they receive from banks, retailers, and healthcare providers. Yet many utilities still rely primarily...
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