Mastering multi-channel communications for customer service success.
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.
How customer satisfaction drives returns on equity for regulated electric utilities.
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.
Public Utilities Reports 11410 Isaac Newton Sq., Suite 220, Reston, VA 20190 Voice: (703) 847-7720 | Toll Free: (800) 368-5001 FAX: (703) 847-0683
Dear Reader: Welcome to our new website! We’ve spent the past several months rebuilding Fortnightly.com from the ground up, and we’re now in the process of putting it through its paces. We’ll announce our Grand Opening shortly, but in the meantime we hope you’ll excuse our mess, while we bring Public Utilities Fortnightly magazine to an all-new online platform. Your feedback is welcome!