Utilities are moving away from a one-way distribution model and their traditional role as energy providers. Instead, they are focusing on customer-centric solutions, such as offering digital and Distributed Energy Resources (DER) services and real-time energy...
The coming of age of the first truly digital generation and the proliferation of the Internet of Things and smart homes represent a largely untapped opportunity for utilities who master the digital customer experience. However a JD Power study has found that utilities...
Are you looking to expand your marketing tools in the utility industry? Giving consumers choices and the opportunity for interaction is well-documented to improve customer satisfaction, and that, in turn, improves ROI. Recent market research indicates consumers...
There’s a major trend happening in energy that is not measured in barrels or BTUs. Cooperatives are becoming much more focused on deepening their member relationships. As state after state deregulates electricity, forcing co-op to compete with retail providers, and...
There is a strong relationship between customer satisfaction and return on equity in the energy industry, and, although the industry has seen year-over-year positive progress, the needle is only being nudged. A JD Power white paper shows a link between customer...
State after state is deregulating electricity, forcing cooperatives to offer lower prices to be competitive with retail providers. Homes boasting more energy efficiency and a growing interest in green technology flattens load growth, and many energy co-ops have sought...
As utilities seek new ways to more deeply engage customers, they are looking at branded online marketplaces for energy services. With a significant number of millennials now making energy decisions, this strategy is one that will resonate with more and more energy...
More and more companies are taking advantage of provider services offered by their partners to strengthen utility customer engagement. APGA’s partnership with HomeServe, a leading provider of home emergency repair service plans, enables member gas companies to offer...
If there is one thing you can predict about the energy industry, it is that the industry is unpredictable. There has been more change in energy sector trends over the past decade than the previous half century. With American gas and oil production up, renewable energy...
As personal and commercial technology increases the demand for energy, the industry itself is changing, impacted by new energy technology. The global demand for power is expected to double from 2010 levels by 2030. Meanwhile, funding for new power plants lags behind,...
While utility consumers are still looking for value for their energy dollar, today’s utility cooperatives must look beyond simply supplying a commodity in order to solidify member relationships and increase satisfaction. Specifically, there is a growing percentage of...
When an energy consumer reaches out, they want to speak to someone who is friendly, knowledgeable and can help them navigate their problem. A good customer service line experience will soon overtake price and product as the key factor in customer choice. When a...
With the energy industry in the midst of an evolution, cooperatives are more clearly understanding the need for transformation from a role of commodity supplier to “ratepayers” to a trusted advisor on a range of energy issues to a more and more sophisticated and...
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