EUCI

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Overview

Customer relationships matter. In an era when utilities need customers to accept and purchase new programs and pricing options and recommend these services to others, how your customer sees your utility directly impacts results. 

In addition to outward communication with customers, higher customer satisfaction reduces incoming communications into the care center regarding billing, outages, and field service complaints, not to mention reducing calls to the PUC. 

Effective satisfaction strategies directly impact the bottom line, but to achieve true customer focus involves science, data, and a commitment throughout your utility.   
In support of achieving a deeper understanding of your customers, this event will be split into two distinct, sequential conferences – the first conference, Powering Up Customer Satisfaction, features highly rated utilities sharing state-of-the-art techniques that are boosting their customer relationships.  The second event, Influencing Customer Behavior Toward Energy Efficiency, is designed to help you find the drivers and motivation in your customer base to develop effective energy efficiency strategies.

Each conference is designed to provide tangible strategies and techniques for immediate implementation.  Attending both events will allow attendees to integrate ideas into a comprehensive solution to succeed in customer response and satisfaction.

PLUS: Influencing Customer Behavior Toward Energy Efficiency

Energy efficiency is no longer a “nice to have”, but a “must have” in today’s utility business.  Not only does energy efficiency more effectively manage energy systems, but it also affects customer relationships and the overall customer experience as well.  The challenge? While customers claim they would like to be more energy efficient and green, few actually do much to support the initiative.

In this course, we:

• Explore the messages and channels that resonate best for each segment
• Discuss why customers say one thing and do another
• Demonstrate how to reach and convert non-buyers
• Learn new approaches guided by customer research to develop partnerships with your customers
• Learn actionable approaches to capture customer behavior around energy efficiency

Build an energy efficiency strategy for your customer base that works.  It all starts with a thorough understanding of consumers, attitudes, culture, and the data you already own.

In support of achieving a deeper understanding of your customers, this event will be split into two distinct, sequential conferences – the first conference, Powering Up Customer Satisfaction, features highly rated utilities sharing state-of-the-art techniques that are boosting their customer relationships.  The second event, Influencing Customer Behavior Toward Energy Efficiency, is designed to help you find the drivers and motivation in your customer base to develop effective energy efficiency strategies.

Agenda

Leadership: The Link between Culture and Customer Satisfaction
Barbara Porter, Vice President of Customer Service and Business Development, Nicor Service

Putting Customer Satisfaction Survey Data to Good Use: Enhance Service Levels and Improve Operating Efficiencies
Robin Casale, O&M Manager, Best Operating Practices, American Water
Linda Shea, Senior Vice President. Managing Director Customer Strategies, Opinion Research

Using Data to Your Advantage
David Pitts, Project Manager, Customer Satisfaction, Georgia Power

The Gift of Gab: Using Online Chat to Improve Customer Experience
Heather Martin, Manager, User Experience, Reliant Energy

Improving Customer Relationships through Conservation Programs
Doug Pettit, Vice President of Marketing and Conservation, Vectren Corporation
Suzanne Shelton, President and CEO, Shelton Group

Utility Customer Satisfaction: Drivers of Changes
Jack Lloyd, Vice President, Energy Group, Market Strategies International

Implementing a Purposeful Program-Now
Tom Jas, Marketing and Evaluation, Sacramento Municipal Utility District

Salt River Project: Making Customer Satisfaction “Smarter”
Scott Trout, Manager, Residential Customer Services

A Journey of Change-Employing Customer Satisfaction as a Change Agent
Gail Malone, Manager, Market Research, Customer Experience Management, Southern California Edison