Municipal utilities that engage digitally with their customers throughout the year boost customer satisfaction and financial results, explained Apogee Interactive’s Chief Financial Officer, Jim Malcom, and Ellen Richardson, formerly of ElectriCities of Georgia, during a recent industry conference. In a presentation for the American Public Power Association’s 2020 Business and Financial Virtual Conference, Malcom and Richardson emphasized the importance of not limiting customer communications to times of outage or crisis. Happy customers, they said, are more likely to participate in programs, buy more services, and are more cost-efficient to serve. Satisfied customers are less likely to adopt disruptive technologies like rooftop solar rather than support community solar projects sponsored by the utility.
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With continuous change in our industry, there’s a lot for everyone to do, and success depends on each member of the team working together like a well-oiled machine. Sometimes personality differences and interpersonal dynamics can derail projects and productivity. With Totally Responsible Person® (TRP®) training from 
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