Sky-High Energy Bills: Utilities Need New Actions and a New Narrative

AdminBlog, Customer, Utility Communications, Utility Customer Satisfaction, Value

Do you remember this painting? Prints of it have adorned college dorm rooms for decades. It’s Salvador Dali’s “Persistence of Memory.” I wasn’t an Art History major, so I’m not sure exactly what the melting clocks are supposed to signify. But the fact I remember it decades after I took it off my own dorm wall attests to the truth … Read More

Rate Case Communications: Why This Time It’s Different

AdminUtility Customer Satisfaction, Utility Marketing, Utility Rate Case Communications

Natural gas prices are up sharply. Coal prices are also up. The long-term declines in costs to build renewable energy seem to have paused. Skilled craft labor is in short supply. Supply chain bottlenecks persist. Transformers have a three-year wait time. All of that means it’s time to activate your rate case communications plan, because you need to talk to … Read More

Customer Outreach: You Reap What You Sow

AdminCustomer, Customers, Utility Communications, Utility Customer Satisfaction, Utility Stakeholders

Ever wonder why some companies emerge from crises faster, with more of their reputation intact, while others die a death of a thousand cuts? The answer can be found in the adage, “As you sow, so shall you reap.” You can find all kinds of validation of that simple premise. Recently, I was reminded of it while writing an article … Read More

Getting Outside Yourself: Customer Communications

AdminBlog, Customer, Customers, Utility Communications, Utility Customer Satisfaction, Utility Stakeholders

Maybe you’ve heard the phrase, “Get over yourself” sometime in your life. Today I’m going to adapt that and say, when writing for customers or other external stakeholders, “Get outside yourself.” Years ago, when I was a communicator at an electric company, a communications consultant would pop in now and then to help us sharpen our messaging. More than a … Read More

Marketing Electric TOU Prices: The Time is Right

AdminBlog, Efficiency & Conservation, Utility Customer Satisfaction, Utility Marketing

The proliferation of electric vehicles, rooftop solar and other strategic forces afoot in the industry are driving a growing number of electricity providers to implement, or investigate, time of use (TOU) pricing. For some, this is a big step. Many utilities have long offered only one price option: a flat per-kilowatt-hour price. Leaders considering offering TOU pricing may be wondering … Read More

Customer Satisfaction: Fixing Small Problems Before They Become Big Ones

AdminBlog, Customer, Utility Communications, Utility Customer Satisfaction

Denial, the old saying goes, ain’t just a river in Egypt. That rattling sound you hear when you drive your car? Ignore it — maybe it will go away. That pain in your back? Probably caused by sleeping in an awkward position last night. Feeling sluggish? Grab another cup of coffee. Sometimes it’s nothing, but other times we may be … Read More

How Utilities Earn the Benefit of the Doubt

Egan EnergyBlog, Utility Communications, Utility Community Relations, Utility Customer Satisfaction, Utility Leadership, Utility Media Relations

The horn sounded and another terrific North Carolina-Duke basketball game was in the books. I’m a Tar Heel fan, so I was happy North Carolina won. The team’s margin of victory came from the free-throw line, where it had 20 more attempts than Duke. Carolina players spent so much time at the free-throw line you would think they called ahead … Read More

Flavor of the Decade: What Energy Utilities Can Learn From Verizon

Egan EnergyBlog, Customer, Effective, Messaging, Utility Advertising, Utility Customer Satisfaction, Utility Marketing

Do you remember this guy? Sure you do. For nine years starting in 2001, Paul Marcarelli was the face and the voice Verizon used to break through a crowded telecommunications market and build its brand. Verizon built its brand around a model dressed as a slightly nerdy technician who always asked, “Can you hear me now?” In other words, Verizon … Read More

Engaged Energy Consumers are More Satisfied with their Electric Utility

Egan EnergyCustomer, Customers, Effective, Energy News, Utility Communications, Utility Customer Satisfaction, Utility Stakeholders

According to the results of Marketing Strategies International’s latest E2 (Energy + Environment) Study, consumers who are more knowledgeable and involved with energy utility and actively manage their own energy usage have a better relationship with their utility company than consumers who do not. In short, engagement matters. It is a belief the industry executives and managers have held for … Read More

Drowning in Facts? Try Managing Perceptions!

Egan EnergyCustomer, Customers, Energy News, Messaging, Non-Verbal, Utility Communications, Utility Customer Satisfaction, Utility Marketing, Utility Media Relations, Utility Stakeholders

“Facts are simple and facts are straight,” the Talking Heads once sang. For those reasons, facts are often a utility communicator’s best friend. Inside a utility, facts are never in short supply, and communicators often face the challenge of getting factual or going home. But that same fact-based approach can fall flat when communicating with customers and other external stakeholders. … Read More