Utilities have access to more customer data than ever before. Yet many utility communicators still rely on one-size-fits-all communications that treat every customer the same. That’s a missed opportunity for engagement. According to HubSpot, segmented email campaigns achieve 50% higher click-through rates than unsegmented campaigns. Utility-specific results demonstrate this impact as well: AEP Ohio’s industry-segmented
A lush green lawn may be a familiar part of the American landscape, but not every patch of grass serves a practical purpose. Consider the turf alongside parking lots, surrounding office buildings or separating lanes of traffic — areas rarely used for recreation or other activities. These are examples of non-functional turf, and they represent
Utilities communicate with customers every day. But delivering a message and making a meaningful connection aren’t always the same thing. In Episode Three of the Powering Engagement Podcast Series: Advanced Personalization, the Questline Digital team explores how utilities can turn everyday customer communications into relevant, engaging experiences that build understanding and inspire action. “The challenge
Every utility customer deserves equal access to important information. Whether they’re viewing an outage alert, learning about savings programs or exploring financial assistance, these digital communications should be easy to read, navigate and understand. Responsive design plays an essential role in creating accessible utility communications. By automatically adapting emails and webpages to different screen sizes
Every utility experiences periods of high call volume. Whether it’s a major storm, the introduction of a new rate plan or an unexpected high bill, customer questions can quickly overwhelm call centers. For most utilities, call centers typically handle between 2 to 3 million customer calls each year, representing an estimated $20 million in