Focus groups can be so eye-opening. I’ve sat in on a few over the years. I’ll never forget the one where a residential customer pushed back against a facilitator’s question about electric usage in...

  “Hey Dad, don’t freak, but I just totaled my car.” — The first thing my son Jack said when he called to say he would be unable to visit us last year   “You...

  I am job-coaching a talented young man who I will call Jim (not his real name and the image above is not him). Having gone through the preliminary stages of a job search, such...

    Communicators tend to believe that effective communications can solve many, if not most, business challenges. Ineffective communications, on the other hand, are at the root of all sorts of business problems. Utility leaders...

I thought advanced, two-way, digital meters was a “been there, done that” thing for utilities until I caught up with a friend and colleague late last year at the annual Customer Connections Conference, sponsored by...

There is a real crisis afoot in electricity prices: increases of 20% or more are being implemented by electricity companies across the country. This crisis offers utility marketers and communicators an opportunity to take a...