Understanding consumer preferences in energy efficiency.
Utilities are just beginning to learn how to engage customers. Across business models and regulatory frameworks, realizing the full potential of smart metering requires a new core competence in consumer support.
Engaging the consumer takes on new meaning.
Customer backlash over dynamic pricing and the smart-grid caught the industry unprepared. CIOs and top customer specialists share their strategies for engagement and attaining consumer satisfaction.
Beyond-the-meter technologies challenge the utility monopoly.
Smart metering and beyond-the-meter technologies are challenging the utility monopoly model. Now, regulated utilities must re-think their customer relationships as a revitalized retail sector provides growth opportunities.
The entire utility-consumer relationship must be reengineered.
The business case for advanced metering infrastructure (AMI) can’t be justified alone on operational savings to the utility. But critical assumptions involving process improvements and system efficiencies depend on customer involvement. This sequel to a September 2009 article examines customer engagement strategies and techniques.
Smart meters open the door to advance billing.
Investor-owned utility executives have long understood the benefits of prepaid metering, but technical and regulatory roadblocks have prevented wide-scale implementation. Now, however, two IOUs—Arizona Public Service and DTE—are planning prepaid metering programs that could be offered to all customers. Smart metering technology might pave the way for prepaid to become a standard service.
How to avoid a Texas-style backlash.
Is customer engagement more about damage control, or helping customers understand their options?
Leaders adapt to strategic shifts in the utility landscape.
The industry is getting more complex every day. Senior executives at Southern Company, PPL, TXU Energy, Direct Energy and PJM discuss business trends, resource strategies, electric vehicles and customer engagement in the smart-grid era.
Grid upgrades spark an interactivity revolution.
The smart grid is opening the floodgates on customer data, just as consumers are getting comfortable with retail self-service and mobile apps. With dynamic rates, distributed generation and electric vehicles just around the corner, big changes are coming in the utility-customer relationship. Will IOUs let upstarts control the new energy market?
Look to other industries for lessons on marketing services.
To get the most from smart-grid investments, utilities need to target customers most likely to participate in smart-grid programs. The new business case requires a new marketing strategy—and a new level of regulatory scrutiny.
A land rush in the burgeoning home energy management market.
The Prius Effect—a term that’s gained currency in sustainability circles—is shorthand for the strong link between information and behavior demonstrated by the popular Toyota hybrid. The car was among the first to provide a real-time fuel consumption gage on the dash; step hard on the gas, watch the MPG gage go down. Coast gently along and see the savings. Drivers with the gage become aware of—even obsessive about—the way their driving habits affect consumption, and by extension, cost.