Why Bill Assistance and Community Support (among others) are Key to Customer Trust
Consumer trust has significantly eroded over the last few years…with good reason. The media is more divided than ever, and corporations continue to fall short on critical issues with little meaningful action. Layer on overwhelmed families and employee leaders trying to figure out how to care for those around them.
So how does this specifically impact Utilities and how can we develop communications that truly resonate? We’ll share insights from National Grid and FirstEnergy, who’ve focused on tangible customer programs and employee stories to drive positive customer sentiment and address what customers care most about: bill assistance, safety, community support and clean energy. And how we’re using these stories to improve JD Power scores, customer relationships and brand trust.
We’ll also share actionable takeaways from the outreach tactics that drive the most engagement and the best return on investment.
Nicole Jezykowski, Director, Brand, Marketing & Communications, National Grid
Nicole is a brand and communications leader, influencing customer and stakeholder perception through the development of thoughtful, engaging, and effective communication strategies at National Grid for over 14 years. She has extensive brand building experience with expertise across design and visual identity, reputation management, planning and performance, e-commerce strategy, customer experience and insights, and brand marketing and communications. Nicole continues to be at the forefront of the energy future, driving growth for the organization and relentlessly pursuing excellence in delivering value to her customers.
Stephanie Crockett, President & COO and Leader of Energy + Sustainability Specialty, Mower
Stephanie is the leader of Mower’s Energy + Sustainability specialty group. Drawing on her 25 years in marketing and communications, Stephanie is an expert in utility marketing and has led product innovation, branding and clean energy adoption programs for a variety of global and regional energy companies including National Grid, FirstEnergy, Exelon, Avangrid, ConEdison, LG and GE. She is at the forefront of digital consumer engagement and sales and marketing integration through marketing automation and analytics. Stephanie has presented utility marketing strategy and insights during the last several EMACS Conferences, as well as for numerous energy and marcom organizations, including ENERGY STAR®, USGBC, NASEO and LeadsCon.