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September 1, 2009: What's Your Game Plan?

By Mark Friedman, Chief Marketing and Business Development Officer, SoundBite Communications, June, 25, 2009 - In 2008, the Federal Trade Commission (FTC) adopted an amended Telemarketer Sales Rule (TSR) citing consumer protection against unwanted marketing communications. As of December 1, 2008, prerecorded sales calls must provide an easy opt-out feature. More significantly, beginning September 1, 2009, automated sales communications can be delivered only to those recipients who have provided their "express written consent" to receive them. Having an existing business relationship (EBR) will no longer suffice as sufficient approval for organizations to attempt to sell a good or service via an automated, prerecorded message.  more...
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Reaching Out to Customers in Troubled Financial Times

By Alexandra Behringer, Research Manager, E SOURCE, May, 28, 2009 - Many electric and gas utilities reported record numbers of customer arrearages and disconnections in late 2008 and early 2009. Although the U.S. Congress doubled the Low Income Home Energy Assistance Program (LIHEAP) funds to $5.1 billion, 2009 may be unique in terms of the number of consumers having difficulty paying their utility bills. Increasing numbers of customers will need to learn how to access payment assistance and avoid disconnection. How are utilities communicating with customers and what messages are they using?  more...
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Customer Preference Critical for Successful Utility Customer Communications

By James Lovegrove, Utilities Director, SoundBite Communications, April, 22, 2009 - Consumers have become accustomed to choice in how they interact with their product and service providers. With utility and energy service providers, they want to know how utility service impacts their lifestyle, make necessary decisions and adaptations, and then quickly get on with their lives. Oftentimes, the customer's satisfaction with his/her utility is directly tied to his/her interactions and communications with that provider.  more...
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Energy Workforce Opportunities in the New Economic Climate

By Peter Weigand, Chairman, Skipping Stone, March, 25, 2009 -

It's a mixed message out there. On the one hand the media is claiming the energy sector is the place to be; on the other hand, energy companies are not immune to the current economic woes. With commodity prices down, industrial demand destruction a reality and the inevitable increase in slow or no paying customers, energy companies are definitely experiencing the effects of our current economy.  more...
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Generating Accurate News Coverage

By Eric Seidel, Founder & CEO, The Media Trainers, LLC, February, 26, 2009 - If there's one industry that has an inherent interest in getting it right when talking to the news media, it's energy. It's top of mind, it's one of the most basic staples of our existence and future, it's controversial and there are billions of dollars at stake.  more...
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Utilities Deploy Virtual Mutual Assistance for Customer Care

By Ferdinand E. Banks, Professor, , January, 22, 2009 - Mutual assistance is practiced by all utilities in times of trouble. It is the cornerstone of an industry that truly values safety and service. Until now, mutual assistance has meant line crews, trucks and equipment, or other resources directly related to the actual restoration efforts. However, there is a recognized need for support on the customer care side of the business as well.  more...
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Focusing on the 'Customer' in Customer Care

By Craig Edwards, Vice President of Utilities, Sitel Energy Solutions, January, 05, 2009 - Customer service is becoming an increasingly important leverage tool in today's competitive business world. With so many options to choose from, customers can easily switch their allegiance to a new company if their needs are not being sufficiently met. This situation is relatively new to the utilities industry, however, as legacy utility companies have operated competition-free for decades. The newer market entrants understand the importance and value of customer retention and have molded their business objectives around keeping their customers -- and winning new ones -- by providing quality customer service. For the larger, more established utility companies this has been a more difficult concept to embrace, begging the question: Why isn't every reasonable effort being made to retain customers?  more...
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Is Every Customer Getting An Excellent Experience?

By David Saxby, President, Measure-X, December, 11, 2008 - I recently read a book titled "Ultimate Question -- Driving Good Profits and True Growth" by Fred Reichheld. The essence of the book is this: businesses should ask customers just one question to measure their satisfaction with the company. The question is, "How likely are you to refer your friends and family on to the company?"  more...
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What to Do When 50 Percent of Workforce Vanishes?

By Dana Borowka, Founder, Lighthouse Consulting Services, LLC, December, 02, 2008 - Bye-bye Baby Boomers. Will the last experienced person in the energy industry please turn the lights out when you leave?  more...
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Measuring Performance

By Fred Angel, Customer Operations Administrator, Dept. of Utilities, Chesterfield County, November, 03, 2008 - During this summer's Olympic Games athletes from all over the world competed against each other to determine the world's best. For the athletes, competing in the Olympic Games was the result of many years of training, hard work, and sacrifice. For many of these elite athletes their training activities were measured, monitored, and recorded on a daily basis by coaches, trainers, nutritionists, or advisors. Statistical performance measures were established for individual athletes that measure an athlete's skill for an event, fitness levels were determined, tactical strategies were adopted for training and competition, nutrition and diet were analyzed, and mental and psychological tests were administered. The goal for each athlete was to continuously improve in order to peak in their performance during their Olympic event.  more...
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EMACS 2009 - The Customer Experience Conference

Monday, Oct 12, 2009 - Wednesday, Oct 14, 2009
Atlanta, GA - USA
Find out why your peers have prioritized EMACS 2009 as this year’s can’t-miss event! The robust 3-day program is built on utility-driven presentations in the areas of customer care, customer satisfaction and research, energy efficiency and demand response, marketing and communication and smart grid and the customer. more...
 
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