For epic-sized Hurricane Irma restoration, utilities give customers a wider view

By Russ Henderson, Research Manager – After it made landfall on Sept. 8, it appears that Hurricane Irma caused twice as many power outages as Hurricane Katrina in 2005, and nearly as many as Hurricane Sandy in 2012. As of … View full story

Social media an effective communications resource for outages

Ruchi Solanki, Research Analyst – As Irma, now downgraded to a tropical storm, brings rain and high winds across the southeast today, many are turning to social media to stay informed. In the past, customers relied upon conventional news sources … View full story

Start with existing communication to enhance the customer experience

The following is a guest post by Adam Berke, senior director at Broadridge Financial Solutions. Utilities are in a unique position of supporting the entire customer experience lifecycle and this impacts every aspect of their business: from the field to … View full story

A map for the changing landscape of utility customer experience

Rebecca Harris, Research Analyst – As ideas about customer experience change, the metrics utilities use to measure customer experience change. Utilities have a plethora of options to measure customer experience. They can use outside sources like J.D. Power or internal customer satisfaction … View full story

Asking customers to raise their hands – Amy Africa to share digital strategy insights at EMACS 2017

By Russ Henderson, Research Manager – In her more than 15 years of developing and applying principles of effective web design, usability and navigation, Amy Africa’s clients have included American Express, Dell, Microsoft, and Coca-Cola. Africa will bring her expertise … View full story

Marketing innovation allows Puget Sound Energy to steadily increase energy efficiency engagement

By Allison Herdic, Industry Researcher – For years, many utilities have marketed energy efficiency in hopes of getting customers’ attention and, hopefully, convincing them to modify their energy usage. However, as marketers compete for exposure in a multi-media world, what … View full story

Idaho Power linemen save a bee colony

Rebecca Harris, Research Analyst – Idaho Power linemen were recently surprised to discover a colony of honeybees inside a regulator rack. They quickly switched gears to relocate the bees. As one lineman said, “Honeybees aren’t doing well anyways. Coming across … View full story

We Energies harnesses pet power for ‘Doggone It’ safety campaign

By Chandler Dunklin, Research Analyst – “Doggone it, call 811 before you dig!” is a message utilities have been trying to communicate to their customers for years. The industry’s difficulties in getting the word out are clearly shown in the $1.5 … View full story

ComEd, Entergy, PECO, Southern California Edison and Westar Energy Finalists for Chartwell’s People’s Choice Award

Rebecca Harris, Research Analyst – ComEd, Entergy, PECO, Southern California Edison and Westar Energy are finalists for Chartwell’s annual People’s Choice Award. Chartwell’s People’s Choice Award recognizes utilities’ creative short video marketing and communication efforts. The winner is chosen by … View full story

ComEd provides STEM opportunity to students with award-winning Icebox Derby

Ruchi Solanki, Research Analyst – Utilities are working to get kids excited and involved with science, technology, engineering and math (STEM) opportunities while also being mindful of their future workforce needs. Many utilities are doing their part in fostering a … View full story