Archive for the ‘Customers’ Category

Utility Communications: Don’t Play Word Games on Price Increases

“You say ‘po-TA-to,’ I say ‘po TAH-to.’ You say ‘to-MA-to,’ I say ‘to-MAH-to.’ ” That’s the kind of word game more and more utilities are playing these days. It’s a game I expect most will lose, mainly because utilities and their customers are not using a common vocabulary. Changes in prices — mainly increases but […]

Overcoming Email Immunity with Face-to-Face Communications

Earlier this summer I was delighted to speak at CONNECT ’14, an absolutely terrific event for electric cooperative communicators and marketers sponsored by the National Rural Electric Cooperative Association (NRECA). The heightened importance of direct, face-to-face interaction with members was one of the takeaways of CONNECT ’14, held in San Antonio. And while the specifics […]

Creating an Eye-Catching, Customer-Friendly Utility Print Ad

Almost every utility has a good story to tell, but too few consistently tell it well. Good news, whether it’s about cleaning up the environment or improving the quality of life in a community, is typically smothered under industry jargon or a legalistic avalanche of words. But people are busy. Less is more. For utilities […]

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