Customer Centricity

climate change

Interview: Clean Energy Goals for 2035, Partisan Politics or A Real Business Case, with Mitchell Beer, founder of The Energy Mix

Interview: Clean Energy Goals for 2035, Partisan Politics or A Real Business Case, with Mitchell Beer, founder of The Energy Mix Christina Corcoran – Utilities have been asked by the #Biden administration to expedite clean energy goals by as much as 15 years, from 2035 to 2015.  What would you say to those who held …

Interview: Clean Energy Goals for 2035, Partisan Politics or A Real Business Case, with Mitchell Beer, founder of The Energy Mix Read More »

SMUD

SMUD’s Heatmap: Providing the Intel to Make Clean Energy Accessible for Low Income Customers

SMUD’s Heatmap: Providing the Intel to Make Clean Energy Accessible for Low Income Customers If we genuinely want to reach the clean energy future, clean energy opportunities must become affordable and accessible for all utility customers, including those in low-income communities Nature and Magnitude of the Divide  Making the switch to clean energy isn’t likely …

SMUD’s Heatmap: Providing the Intel to Make Clean Energy Accessible for Low Income Customers Read More »

Join the Utility 2030 Collaborative’s CX Incubator to Advance in the Direction of the Amazon Experience

Last week I visited Amazon to place an order for dog treats. My bulldog, Hank, loves a particular brand. Aside from my local pet store chain, Amazon is the only other place that sells them. 

Why don’t I just get in my car and go to the pet store when I run out, instead of ordering online at Amazon?  The answer lies in the customer experience (CX) I receive when I do business with Amazon via their website or app. Amazon stands out because it allows me to:

  • Get a larger container of treats for about the same price as a smaller container I would get from the store;
  • Order dog treats and other items on a subscription basis so we never run out;
  • Have confidence that my orders arrive on my front doorstep, rain or shine;
  • Learn about new relevant products during the ordering process through Amazon’s recommendations; and
  • Quickly resolve order issues.

As a consumer, I’m now desiring to have these types of experiences with all companies I give my business to, including my utility. And I’m not the only one.

Interview: The Relationship Between Customer-centricity & Customer Experience (CX)

Blake Morgan, a writer for Forbes, says customer-centricity is one of the biggest, competitive advantages a company can have. “Instead of competing on price, more than two-thirds of companies now compete mostly on the base of customer experience,” she wrote in the article, “The 10 Most Customer-Obsessed Companies Of 2019.”

Accelerating Clean Energy Future Timelines in Biden Era, Part 1

The past election was a close race between president, Donald Trump and his contender, Joe Biden. Red vs. Blue, Us vs. Them. But in the end, Biden won the election. With the change in president, there is a natural resistance to new thinking. However, that resistance shouldn’t carry over to advancing our clean energy goals at the federal level. Regardless of political party, clean energy is our future.

The Regulated Utility: Emerging Business Models for Offering New Products, Programs & Services

Until recently, the traditional regulated #utility model for simultaneously collecting #revenue and keeping customers happy had been steady since the birth of the #grid. At the most basic level, a utility customer would use a particular amount of a commodity—#electricity, #gas, #water, and/or #wastewater services, receive a monthly bill based on usage and submit a payment. As long as the bill was correct, call center agents were available when it wasn’t, and service was uninterrupted, utilities didn’t have to fret over revenue or customers.

The Internet as the 4th Utility & Why You Should Care

What would our lives be like without water, gas, and electricity? With an unrelenting focus on safety and reliability, utility companies have made life without these core services almost impossible to imagine.

But what would life be like without the internet? Today, more 4.8 billion people use the internet. Just how pervasive has it become and what would life without it be like? Have we reached the point where the internet has become the fourth utility?

What’s on Customers’ Minds? Top Content Topics for 2020

It would be impossible to count the ways that 2020 defied expectations. However, one lesson learned during this unprecedented year should not come as a surprise: customer engagement was more important than ever.

Questline deploys millions of content marketing messages each year on behalf of energy utilities. This gives us unique insight into the topics that customers care about. Let’s look back at the popular content from this most unexpected year, to see what was on utility customers’ minds in 2020.

Rebranded Publication: Stripping Back the Spin and Hype to Find Solutions

Let me introduce you to our reimagined, redesigned, and renamed monthly publication. But first, I should introduce myself: I am Vanessa Edmonds, the Utility 2030 Collaborative’s Executive Director. And at beginning with our December 2020 monthly publication, we will give you more rich and actionable insights—from a diverse group of thought-leaders—to help you build a …

Rebranded Publication: Stripping Back the Spin and Hype to Find Solutions Read More »

INTERVIEW: Removing Internal Roadblocks to Reach Customer-First Goals, Part 1

When we think about becoming a customer- and prospect-centric organization, what do we see at the end of the ‘customer-first’ rainbow? The marketing team ignites action and delivers quantifiable results. The sales team gets bigger commissions, because they are empowered to sell company and product value instead of price.