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Connecting Before the Storm

Submitted by mburr on Wed, 2013-02-27 11:40
Effective crisis communications requires laying groundwork long before the damage happens. Successful engagement calls for consistent, positive messaging when the lights are on.
Effective crisis communications requires laying groundwork long before the damage happens. Successful engagement calls for consistent, positive messaging when the lights are on.

The Social Utility

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.

Byline: 

Paul Woods

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A Virtuous Cycle

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.

Byline: 

Andrew Heath

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