Effective DIY Communications for DIY Customers: Increasing Your Nest Activation Rate

Date: Jun 12, 2019

Time: 2:00 PM ET

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When KCP&L realized that only 75% of customers participating in its Nest Rush Hour Rewards offering were activating their thermostat, the utility quickly pinpointed the problem: DIY customers were ordering and receiving their device but weren’t activating it. To ensure the conversion of DIY customer orders to thermostat activations, KCP&L designed a seven-step campaign process to reach its targets multiple times to remind them of their role in the process. After 10 months of focused outreach that included email, outbound calls and direct mail, the activation rate had increased to 93%.

Attend this webinar to learn how KCP&L identified a weak point in an existing campaign and used focused communications to meet its activation goal through several channels, tones and tactics. KCP&L took home Chartwell’s 2018 Gold Award in Program Marketing for its efforts.


 Elena Johnston

Elena Johnston – Product Manager, Kansas City Power & Light (KCP&L)

Elena is primarily responsible for KCP&L’s residential and small-medium business demand response and behavioral energy efficiency programs. Before onboarding as a Product Manager in Energy Solutions, Elena served as an intern at KCP&L, where she worked on various regulated and non-regulated renewable energy initiatives.

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