Rising expectations in the Dog Days of summer.
Yet another sweltering summer is causing its share of outages and supply problems, with predictable backlash from customers and policy makers. And with the advances we’ve seen in recent years, perhaps again we should be asking whether we’re adequately focused on our most critical mission: keeping the power on.
Can a disruptive technology change the electric customer experience?
North American energy utilities are investing billions to create a smart grid to enhance service for retail electric customers. The smart grid, a disruptive technology, will provide utilities and customers with access to information about how electricity is used that they’ve never had in the past. More importantly this information can empower customers to take ownership of their consumption profile and demand different products and services.
Balancing operational cost and consumer value creation.
Regulatory mandates and smart grid technologies are creating an opportunity for utilities to adopt a new approach to customer service—an approach that balances a range of strategic and operational imperatives, toward the promise of higher customer satisfaction, greater efficiency, and enhanced revenue.
A survey of state policies on release of customer data.
The advent of smart grid technology has raised new and challenging issues concerning data privacy. Of course, data privacy isn’t a new concern for the energy industry, as utilities have always collected customer data, some of which is common to any business, such as contact and credit information, and some of which is unique to the energy industry, such as usage and demand data.
Marrying customer engagement and profits.
New channels for communicating with customers not only allow utilities to provide better service; they also create opportunities for utilities to reduce expenses and generate revenue. An integrated strategy that focuses on customers can lead to new value for utilities.
Understanding consumers’ likelihood of engaging in smart energy behaviors.
Different customers have different wants and needs, and customer segmentation strategies can help utilities understand those differences. But what’s the best way to define customer classes? And what strategies will be most successful in reaching those customers and serving them?
Performance measurement and action steps for smart grid investments.
Regulators and customers are holding utilities’ feet to the fire, when it comes to investing in advanced metering and smart grid systems—and rightly so. Making the most of investments requires a systematic approach to establishing standards and monitoring performance. But it also requires policy frameworks and cost recovery regimes that provide the right incentives.
Providing reasonable options for customers who object to smart meters.
Customers in some markets are demanding the right to opt out of smart meter deployments. Their concerns involve radio frequency (RF) emissions and potential privacy breaches. Whether these concerns are valid or not, some regulators are requiring options for customers who don’t want smart meters. The right approach can satisfy concerns without undue costs and complexities.
(December 2011) Responding to Contributing Editor John Bewick’s analysis of factors impeding the nuclear renaissance in the wake of the Fukushima disaster. Plus comments about construction work in progress provisions as a strategy for saving ratepayers' money.
Customers won’t join the team unless utilities make it worthwhile.
Are utilities ready to really engage customers, and get them to care about more than just whether the beer stays cold? Or will we turn our focus away from customers, because we don’t know how to engage them — or how to convert engagement into value?