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Connecting with Customers Featured Artic 2007 P1
Advanced metering means advanced customer care for water utilities
Meter-reading upgrades can be just as much a customer-service project as a metering one. Find out in this article how advanced metering can improve customer relationships.
How advanced metering impacts a call center
They may be far removed from the meter shop, but call-center representatives will feel it -- in a positive way -- when a utility deploys advanced metering infrastructure.
The Right Stuff: When and How to Make Bill Inserts Effective
Are customers really reading the newsletters and inserts you include with your bills? Bill stuffers can be an effective tool, but only if you know how to use them.
Blogging basics: A few rules for effective 'weblogs'
Can utilities benefit from the 'blogging' phenomenon? Maybe, but you have to know the rules.
Public enemies: You might find some in the blogosphere
What does the blogosphere think of your utility? If you're lucky, none of the 84 million blogs online currently are shooting barbs your way. But, with 175,000 new blogs created every day, that certainly could change. Contributing writer Betsy Loeff tells you how to respond to grouchy bloggers.
Load-shedding programs: good communication ups response
Consumers must buy into the idea of demand response to make it work. Here are some pointers on communicating demand-response rates in ways that encourage consumers to up response and cut demand.
Working it out: What pays in call center outsourcing?
Call-handling time is a big factor in call center costs, yet reducing handle times won't necessarily be a money saver.
Nice call: Why utilities are outsourcing customer contact functions
Utility outsourcing is on the rise, and there are plenty of reasons why this is so.
Powerful persuasion: The art of effective conservation messages
The temperatures are rising, and so is electricity demand. If you're wondering what works when preaching conservation to customers, you'll find some answers here.
e-Billing goes further with a 'push'
Less than a year after launching its e-billing program, Whitby Hydro Energy Services has about 8 percent of its customers receiving bills online. What made e-billing take off for this small electric utility?
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