Chartwell: Your customer data matchmaker

By Noah Solomon, Senior Research Analyst – This Valentine’s Day, there’s one kind of match consumers don’t always think about or treat the way they should, and it’s someone with whom they will be in a relationship with for many years: … View full story

Michigan tops in robotics with the help of local utilities

Rebecca Harris, Research Analyst – In 2017 Michigan had more teams compete in the FIRST international robotics competition than any other state or county. Ninety high school teams competed from Michigan, in part because of support from DTE Energy and … View full story

Polish up those award nominations for Tuesday’s deadline

By Suzanne Haggerty, Research Manager – The deadline for Chartwell’s 2018 Outage Communications Best Practices Awards is quickly approaching. A few weeks ago, we asked you to mark Tuesday, Feb. 13 on your calendar. Not only is it the deadline for … View full story

Utilities recognize the role customer service representatives play in enhancing satisfaction

Ruchi Solanki, Research Analyst – With Valentine’s Day a week away, it’s important that we here at Chartwell show our love and gratitude to customer service representatives, who go above and beyond the call of duty to create a positive … View full story

Beyond the numbers: Billing statements can provide consistent engagement opportunities

By Allison Herdic, Industry Researcher – Month to month, utility customers anticipate continuity of service. In return, a standard customer expectation is the timely receipt of a billing statement. While this exchange may be an ordinary practice within the utility business, … View full story

I hope you’re hungry – building utility culture through recipes

By Rebecca Harris, Research Analyst – In a 2016 interview for Success Magazine, Guy Fieri said: “Cooking is all about people. Food is maybe the only universal thing that really has the power to bring everyone together. No matter what … View full story

DistribuTECH 2018: Outage restoration, microgrids, customer-centricity

By Russ Henderson, Research Manager – SAN ANTONIO – Hurricanes, polar vortices, floods, wildfires and other events made 2017 the costliest year on record for weather-related disasters in the United States, so it was no surprise that grid reliability, outage … View full story

Westar Energy wields customer communications to improve brand awareness and image

Zahra Dhanani, Research Analyst Unhappy customers are much more likely than happy customers to share their negative experiences with others – most customer service and communications professionals hear this adage every week of their careers. The fact that this proverb … View full story

With tax cut, utilities pass on benefits to customers

Noah Solomon, Senior Research Analyst – On Dec. 22, 2017, President Donald Trump signed The Tax Cuts and Jobs Act into law, slashing a variety of corporate and individual taxes. One of the main permanent aspects of the law reduces the … View full story

Baltimore Gas & Electric “Wires Down” annual video challenge educates children on safety

Ruchi Solanki, Research Analyst – With hurricanes, wildfires and bomb cyclones making national news these past few months, safety communications have become an important conversation to discuss with both adults and children. Utilities have made it a priority to bring … View full story