Articles
Posted By: Ellen Steiner - VP, Opinion Dynamics
On: August 29, 2016
The world has moved from the “age of information” (1990 – 2010) into the “age of the customer.”  This is no longer the “customer-centric” paradigm that companies have embraced over recent decades. It’s a period characterized by the rise of the empowered customer who is armed with more information than  more...
Posted By: John Egan - President, Egan Energy Communications, Inc.
On: May 18, 2016
When I talk to media relations representatives at utilities, I often hear how difficult their jobs have become. Newspapers have closed. Dailies have become twice-weeklies. The news hole is shrinking. Veteran reporters who used to cover the utility have taken a package. If those veterans are replaced (and their positions  more...
Posted By: John Egan - President, Egan Energy Communications, Inc.
On: April 15, 2016
Utility marketers and communicators I speak with remain intrigued by the idea of direct interaction with their clients, contacts not mediated by email, social media, the news media or the contact center’s voice-response unit (VRU). They understand the power of personally connecting with customers. But these utility representatives I speak  more...
Posted By: James Riley - CEO, KumuAgency
On: March 18, 2016
For over twenty years the world has noticed that the way we do business has an impact on the planet. Today we know that the state of the planet affects the way we are doing business. With climate change comes risks and opportunities. We all know the risks. With today’s  more...
Posted By: John Egan - President, Egan Energy Communications, Inc.
On: February 15, 2016
Let's explore two more lessons utility communicators and marketers could learn from the presidential candidates. An earlier post discussed how distrust dies hard, with specific reference to Democratic hopeful Hillary Clinton. Today, we'll touch on how: • People are still mad as hell, and • You have to be liked  more...
Posted By: Vanessa Edmonds - B2B Go-to-Market Advisor, Self Employed
On: February 5, 2016
THE IMPORTANCE OF AN ORDER OF OPERATIONS IN CIS PROCUREMENTS In math the order of operations is an agreement to ensure that everyone gets the correct answer. Without the order of operations, one person might simplify 3 + 4 x 5 as 35 by adding first. Another person might simplify  more...
Posted By: Dr. Matthew Croucher - Director, Demand Side Analytics, CPS Energy - Corporate Development & Planning
On: January 4, 2016
There is a growing trend within the utility industry to have customer satisfaction as an internal performance metric, which means, it is a tier metric that ties employee annual performance targets to customer satisfaction scores. Customer satisfaction is impacted by numerous factors, reliability & restoration performance, customer interactions and products  more...
Posted By: Danielle Bender - Director Sales, Energy and Utilities, Experian Consumer Information Services
On: December 31, 2015
There’s no doubt about it, El Niño is coming fast. Climatologists have been monitoring and measuring a large “blob” of warmer-than-normal ocean-water temperatures south of Alaska for the past few years, concluding we are likely headed into one of the strongest weather events in the last 50 years. In fact,  more...
Posted By: Jeff Rambharack - Product Manager, Utility Solutions Team, EnerNOC
On: December 28, 2015
The utility customer is squarely in the energy industry spotlight. Market, regulatory, and technology disruptions are giving customers unprecedented power to choose how they use their energy, when they use it, and who provides it. Utilities already have the data they need to get a holistic view of their customers--their  more...
Posted By: John Egan - President, Egan Energy Communications, Inc.
On: December 18, 2015
The Washington Post has a great year-in- review/year-in-preview feature called "The In & Out List." Many media and consulting organizations write a year-end recap/prediction piece, but the Post's list is required reading for me, even though I have not lived in the D.C. area for 25 years. At this stage  more...

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