Digital communications for utilities start with the website

Ruchi Solanki, Research Analyst –

During Chartwell’s Customer Communications Research Council meeting last week, utilities gathered to discuss their success stories, new initiatives and challenges in driving customer engagement, increasing customer satisfaction, improving efficiency and cutting costs via improved customer communications.

Utilities are not limiting themselves to the confines of traditional channels to reach their customers.

The Alabama NewsCenter, developed by Alabama Power, churns around 4-5 pieces of fresh content per day with stories not just related to the energy industry. The website has information about energy efficiency but is also a resource for the people of Alabama and those outside the state who may consider making Alabama their home. The website also provides an opportunity for the utility to look at what their customers are interested in reading and help develop better segmentation targeting.

LG&E and KU has excelled for communications recall with both their residential and commercial customers by teaming up with the Louisville Courier Journal to educate customers about rate increases, electrical safety and ways to save. The utility also promotes local events, job opportunities and protecting falcons as part of its efforts to engage with customers. The utility’s effort earned them Chartwell’s Best Practice Bronze Award for Communications in 2016.

If you are interested in learning more about how to optimize your utility’s communication strategy and problem solve with other leading utilities, contact Tim Herrick at for information on joining Chartwell’s Customer Communication Research Council.


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