Customer-focused communication initiatives are plentiful, yet vary among utilities

By Allison Herdic, Industry Researcher —

More and more, utilities are working to keep pace with rapid channel growth to keep in touch with customers via the channel of their choice. Many utilities offer a broad spectrum of communications opportunities, and support this outreach through careful market research and message testing.

Across the industry, utilities are also assessing their strategies and working to prioritize communications initiatives that best suit the needs of each customer base. Chartwell’s recently published report, External Communications: Trends and Opportunities, highlights a number of successful outreach initiatives utilities have employed to connect with customers within their service territories.

Specifically, the report examines how the Nebraska Public Power District (NPPD) has quickly achieved adoption in its newly launched SunWise community solar program through focused communications driven by thoughtful market research.

The analysis also details how Vectren’s mobile-first website redesign has served as a conduit to increase customer connectivity, as well as Chelan PUD’s strategic decision to increase its bilingual customer communications, especially through its social media channels.

Chartwell’s External Communications: Trends and Opportunities also details a number of current organizational challenges posing customer connection barriers, while also providing a forward-looking glance at trends on the horizon. To access this new research, please visit Chartwell’s Energy Library with your Energy Library login credentials, or contact Tim Herrick for information on becoming a Chartwell member and gaining access to this and other critical industry research.

Looking to schedule face time in 2018 with peer utility communicators and customer care professionals? Chartwell’s EMACS – The Customer Experience Conference will feature not only an educational agenda, but plentiful networking opportunities. Mark your calendar now for this industry-specific event to be held Oct. 22-25 in Tampa, Fla.

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