Messaging

For decades utilities referred to their customers as “meters” or “ratepayers.” Those terms are still used by utilities today, though with less frequency. As technical, internally focused organizations, utilities often have trouble communicating effectively with customers and other external stakeholders who don’t know a kilowatt from a kilowatt-hour. Getting and keeping your customers’ confidence by speaking their language is valuable. Through its consulting, speaking, research and blogposts, EEC is helping utilities speak more plainly to their customers.

“Smart meters” became a toxic term around 2010. For utilities deploying advanced electronic meters, that was a problem. The Eugene Water & Electric Board (EWEB) asked EEC to find out what terms and channels utilities were using to communicate with customers and defuse public concern over digital meters.

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