How Strong Customer Engagement Positions Utilities As Solutions Providers

by | Jan 13, 2021 | CSAT, Digital Customer Experience, Energy Cooperatives, Engagement, Knowledge Center, Member Service, Partnerships, Service Line Responsibilities, White Papers

For more than a century, utilities have been primarily viewed as vendors of a commodity: energy.

Today, with increasing competition for residential utility customers, the challenge is to help consumers understand that their local utility can be much more: a trusted solution provider.

Recently, Utility Dive’s Brand Studio (in partnership with HomeServe) surveyed 120 top utility executives about direct consumer engagement as a way to increase customer value and enhance customer service. Nearly
70% said that a key goal for investing in consumer programs was to rebrand their utility as a solution provider.

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