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...
The Case for Customer Centricity
Understanding consumer preferences in energy efficiency.
is essential to creating and managing customer segmentation, managing channels, enabling emerging channels, developing new products, managing campaigns and, ultimately, delivering a service model that creates and supports a strong consumer experience.
In other words, when it comes to dealing with consumers, the game is changing. Is it truly possible to drive widespread, lasting mass adoption by consumers? Undoubtedly, the answer is yes—but only for providers that take a bold, fresh, and systematic approach to reshaping their strategies and understanding, reaching, and engaging with new energy consumers.