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?
Whether it’s hurricanes, high winds, extreme heat or cold, every utility faces its own set of weather-related issues that can leave customers in the dark. More energy companies are using social media in their outage communications plans to reassure customers and share updates. But some utilities may be wondering about the best practices in outage communications –
Matthew Allen is the Senior Key Accounts & Business Analyst for ElectriCities of NC and acts as a guide for their municipal utilities. ElectriCities of NC provides administrative, technical, legal and legislative services to municipal electric utilities throughout North Carolina, as well as some in South Carolina and Virginia. Working with 32 member utilities, Allen