Toronto Hydro finds trust is the key to unlocking business relationships

By Allison Herdic, Industry Researcher – In recent years, Toronto Hydro has taken a proactive and direct approach to connecting with business customers on the topic of energy efficiency. The utility is hardly throwing spaghetti at the wall to see what … View full story

See you in two weeks at Chartwell’s Outage Communications Conference

By Russ Henderson, Senior Research Analyst – Chartwell’s 11th annual Outage Communications Conference is coming up in less than two weeks, and as always its agenda is custom built to address the current top-of-mind concerns of utility managers involved with … View full story

Learn what moves the CSAT needle at Chartwell’s Billing and Payment Conference

By Will Adams, Senior Research Analyst – Customers don’t like to be nickel-and-dimed by their utility any more than any other company they do business with. Whether it’s paying baggage fees while flying, forfeiting a few bucks to take out … View full story

Social media plays key role in customer communications

Ruchi Solanki, Research Analyst – At the social media for utilities conference that I attended last week, utilities gathered together to share their strengths on what works, new initiatives and where social media is going in the years to come. … View full story

Recruitment at the Gulf Power Lineman Expo

Rebecca Harris, Research Associate – Gulf Power hosted a lineman expo last March to attract prospective lineworkers. It also gave current line technicians and apprentices a place to practice their skills and engage in friendly competition. The event drew 250 attendees. … View full story

On the importance of customer feedback

By Zahra Dhanani, Research Associate – When creating a marketing campaign or launching a new product, it’s always a good idea to test it out with your target audience. And that testing needs to be designed well. Long before Pepsi … View full story

‘Tis the season… to shine!

By Allison Herdic, Industry Researcher – The calendar year has so many “seasons” to anticipate beyond the four we all know and love. Of course, there’s baseball season, beach season, football season and many more. At Chartwell, however, we get particularly … View full story

O Captain! Mercaptan! An Ode to a Heroic Gas Safety Campaign

By Ben Murdock, Senior Research Analyst – Please allow me to beg forgiveness from Walt Whitman and President Lincoln. I mean no disrespect. When I learned about BGE’s creative “Captain Mercaptan” campaign to raise awareness about natural gas safety, I … View full story

Thank a Lineman on National Lineman Appreciation Day

By Rebecca Harris, Research Associate ­– Today is National Lineman Appreciation Day! The day marks the often invisible role line workers play in ensuring reliable electricity. The day was first recognized by the U.S. Senate in 2012 and continues to … View full story

Corporate citizenship, community engagement can offer CSAT boost for utilities

By Will Adams, Senior Industry Analyst – We all want to give back in some way, and many of us do. Maybe it’s a 5K run to help fund Alzheimer’s research or volunteering a few hours a week at a local … View full story