The Danger of Detail – Use “Prices,” Not “Rates”

Egan EnergyBlog, Creative, Customers, Effective, Messaging, Utility Communications, Utility Media Relations, Utility Stakeholders2 Comments

Most energy utilities – electric, gas and combinations – are increasing the price of their service these days. OK, let’s stop there. Yes, I said, “price,” not “rates.” That’s a conscious word choice I recommend, because “price” is more customer-intuitive than “rates.” Don’t believe me? Take off your “utility communicator” hat, put on your “consumer” hat, and join me as … Read More

“Truthy” Thoughts on 10 Persuasive Words that Improve Our Copy

Egan EnergyBlog, Communities, Customers, Effective, Messaging, Utility Advertising, Utility Communications, Utility Marketing, Utility Media RelationsLeave a Comment

Stephen Colbert would call it “truthy”– something that comes from the gut, sounds true, feels right, may be accurate — but ultimately has no basis in fact. Colbert’s idea about “truthiness” came to mind recently when I found Internet references to a list of the most persuasive words in the English language. The product of market research by a prestigious … Read More

How’s That Employee Engagement Project Working?

Egan EnergyBlog, Employee, Employees, Utility Communications, Utility Leadership, Utility Stakeholders

Employees are feeling beaten down. Can you blame them? Their commitment to their organizations is being sapped by frozen salaries, staff cuts, organizational inertia, endless reorganizations, and poor quality communications. High-skilled employees depart, opting to pursue more rewarding work elsewhere, leaving fewer people around to do the work. That’s not how you would characterize life at your utility, would you?

How Well Were You Prepared for Promised Land?

Egan EnergyBlog, Communities, Crisis, Customers, Effective, Messaging, Safety, Utility Advertising, Utility Communications, Utility Media Relations, Utility StakeholdersLeave a Comment

Dodged a bullet. Whistled past the graveyard. Rolled the dice. Whatever metaphor you prefer, it looks like utility communicators will not get “fracked” by the fast-disappearing Matt Damon film, Promised Land. And that’s good, because it doesn’t appear that utility communicators invested a lot of time or effort preparing for the potential negative PR impact of that movie. Promised Land … Read More

Utility Communications: An Ounce of Prevention, or a Pound of Cure?

Egan EnergyBlog, Communities, Crisis, Customers, Effective, Employee, Utility Communications, Utility Leadership, Utility Media Relations, Utility Stakeholders, Value2 Comments

I hung up the phone, happy for my friend but sad about his company. It was not the first time I had this conversation, nor would it be the last. And they didn’t all go the same way. Sometimes I hung up the phone sad for my friend as well as his or her company. My friend is a communicator … Read More

Engaged Energy Consumers are More Satisfied with their Electric Utility

Egan EnergyCustomer, Customers, Effective, Energy News, Utility Communications, Utility Customer Satisfaction, Utility StakeholdersLeave a Comment

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 StakeholdersLeave a Comment

“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

“Medium Rare or Well Done?”

Egan EnergyBlog, Communities, Cost-Effective, Creative, Customer, Customers, Effective, Low-Cost, Utility Communications, Utility Community Relations, Utility StakeholdersLeave a Comment

Creativity Cuts Cost of Connecting with Utility Customers Utility communicators are under increased pressure to do more with less. That puts a premium on creativity. We’re all searching for the same Holy Grail: low-cost, high-impact ways to connect with customers. Two public-power utilities recently shared some very creative ideas to connect with customers. Perhaps their ideas can help you connect … Read More

Creating Customer-Friendly Utility Messages

Egan EnergyBlog, Communities, Creative, Customer, Customers, Effective, Messaging, Utility Advertising, Utility Communications, Utility Customer Satisfaction, Utility Marketing, Utility Stakeholders, ValueLeave a Comment

Here’s an example of clear, customer-friendly messaging: it costs you $1.36 per year to charge your iPad. Note the simplicity and the customer-centeredness of the message. It doesn’t offer a range, and it doesn’t include a lot of qualifications about utility rates, iPad usage, or number of users in a household. It may—or may not—be accurate to the fourth decimal … Read More

Utility Customers Satisfied, BPU Says

Egan EnergyCustomers, Energy News, Utility Customer Satisfaction, Utility StakeholdersLeave a Comment

The Board of Public Utilities (BPU) in Wyandotte County Kansas recently presented the results of a residential, commercial and industrial customer service survey they conducted in April of 2012. Results showed customers were satisfied with the utility’s basic electric and water services. Customer service scores were a bit lower; however, customers expressed appreciation for BPU’s responsiveness and their interface with … Read More