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Delivering Messages Customers Value the Most

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Financial issues and power outage updates remain top of mind for utilities’ residential customers; however, crafting and delivering messages that cut through channel noise to connect on a personal level has never been more challenging. This report draws from Chartwell’s 2020 Residential Consumer Survey, recent case studies, webinars and other sources to outline consumer preferences and industry trends for messaging, communication channels and related concerns.

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communication channels customer communications residential consumer survey

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