Customer journey mapping is essential for energy utilities. As the industry focuses on becoming more customer centric and improving the customer experience, utilities must optimize every interaction. Where once customers were seen merely as account numbers or “ratepayers,” new technologies and advancements across all industries are changing customers’ expectations of how they interact with their
The sky darkens. Thunder rumbles in the distance. There’s a boom! The power goes out. An energy utility customer has an important project due later in the day. Will the power be back on before then? Does her energy provider even know it’s out? Power outages are a frustrating experience for customers, negatively impacting their
For energy utilities, encouraging customers to adopt energy efficient lifestyles is an ongoing challenge. Both residential and business customers benefit from reducing energy, but it can be easier said than done to change long-standing behaviors. However, with the right strategies in place, utilities can make strides in their energy efficiency adoption goals. In our
From the airline industry to healthcare, Hanna Balla has seen it all. Currently the Director of Customer Experience & Insights for NiSource, Balla looks to her past industries with gratitude for helping her get to where she is today. Working with utility digital experiences, Balla has seen the energy industry go through a major transformation.
After new customer onboarding, energy consumers are accustomed to receiving billing notices and outage alerts from their utility. While these are essential messages, you need more than just transactional communications to build a long-term positive relationship. Anniversary emails can help increase engagement by recognizing a meaningful touchpoint in the customer lifecycle. What is a customer anniversary email?