| More and more, utilities are realizing they're in the customer service business.
It wasn't always that way. Power companies used to refer to the individuals on the other side of the meter as "ratepayers" or even just "load."
But as the digital economy increases choices in all industries, power customers are demanding the same of their electric utilities. While many are still content with a default power service package, increasing numbers want additional options to make their electricity consumption cleaner and more affordable.
The shift represents both an opportunity and problem for utilities. If they do nothing, customers could look to alternative service providers, like rooftop solar and community aggregators, leading to load defection and decreased utility revenues. And as more corporations embrace sustainability targets, they may opt for direct contracts with alternative energy suppliers, bypassing utility service.
But if power companies act, they can use these new customer desires to strengthen their relationships. Partnerships with third party vendors can provide customers with efficiency upgrades, smart devices and distributed generation, allowing utilities to use the behind-the-meter resources for grid services. And in some states, regulators are building in performance-based incentives that allow extra revenue earning if utilities meet customer engagement goals.
How can utilities navigate this new world of customer service? That's what we endeavor to answer in this Spotlight, highlighting best practices and emerging ideas for customer engagement in the power sector.
Have a new idea for engagement? Let us know on Twitter or at the email link below.
Gavin Bade
Editor, Utility Dive
Twitter | E-mail News and Trends | Feature Story From smart thermostats to energy marketplaces, these are the trends shaping consumer engagement in the power sector. |
| Feature Story Remember when no one wanted to talk with their utility? That's not the case anymore. |
| Feature Story Utilities find the best engagement experience involves meeting customers where they are — online and on mobile devices. |
| Feature Story Customers are happiest when their utility engages before there's a problem, a new industry survey shows. |
| Feature Story The energy app landscape is expanding fast as more vendors and utilities tackle energy efficiency and customer relationships via the mobile device. |
| Feature Story Utilities are rolling out more sophisticated, lucrative green tariffs to satisfy corporate sustainability goals. Can they prevent key accounts from defecting to independent suppliers? |
| Feature Story By offering its customers an aggressive lineup of energy products to match their needs, interests and values, the utility is lowering customer bills at the same time. |
Featured Resources | Fundamentally changing the way that a utility operates can transform a customer’s experience from a frustrating disappointment to one that is informative and satisfying. Learn more. |
| Better integrating field services work management with customer engagement channels can improve the overall experience for utility customers. Read the storyboard. |
| The need to transform a utility into a truly customer-led organization is essential, and identifying how to get there is the first step. Learn more. |
What We're Reading | 