At a recent industry conference, Apogee Interactive’s Executive Vice President, Jim Malcom shared how utilities are engaging customers using personalized outbound communications. Apogee is the public power industry’s Hometown Connections preferred provider for Customer Engagement.
Read More about Municipals Build Stronger Customer Relationships Using Personalized Messaging »
Have you ever thought what “traditional” customers cost their energy providers? Traditional customers are those that barely interact with their utility. In fact, this happens once every month when the bill arrives or when something is not right, and it is time to complain. These customers find that spending time interacting with their energy provider is not worth the potential benefits. For this reason, they choose to behave like a simple ratepayer, rather than spending time researching the products and services their energy provider offers. Read More about Traditional Customers Cost More Than You Think! »
Nearing the end of the first quarter of 2019, we find ourselves amid an industry in transition. So, we are offering up some thoughts on ways to raise the bar on customer satisfaction and service while addressing some of the most pressing issues faced by utilities today. Read More about Moving Beyond Engagement Toward Empowerment »
Why does customer satisfaction (CSat) matter to utilities? Several of the leading experts in CSat have concluded that by having satisfied customers, utilities receive more favorable regulatory outcomes. In addition, CSat can be used as both an offensive and defensive strategy. From the offensive perspective, satisfied customers are more likely to buy more products and services. From a defensive perspective, they are less likely to adopt disruptive technologies. Read More about Customer Satisfaction Pays »
With Interactive, Online Energy Management Tools
With advanced metering in place, Florida’s Lakeland Electric decided to leverage its data collection and management capabilities to help customers engage with the utility in meaningful and productive ways. The utility selected the web-based energy analysis, education, and engagement platform, EMPOWER, from Apogee Interactive to transform its relationship with customers. Read More about Lakeland Electric Is Transforming the Customer Relationship »
Paducah Power System board members and staff wrapped up their strategic planning process Thursday, identifying several priorities and goals. The process began in November and was facilitated by Steve VanderMeer, senior vice president with Hometown Connections, the utility services subsidiary of the American Public Power Association. Read More about Paducah Power Completes Strategic Planning Sessions »