Three Steps to Successful Utility Customer Engagement

In an article for Utility Dive, Guidehouse says utilities must take a more sophisticated approach to reach their customers

As the Energy Cloud transformation accelerates, customers’ traditional dependence on utilities is increasingly becoming a utility dependence on customers — and the importance of keeping those utility customers engaged is crucial.

In an article for Utility Dive, Aida Hakirevic, director at Guidehouse, said utilities aren’t doing enough, or aren’t doing the right things, to reach customers with ever-growing expectations.

"Utilities have catching up to do to meet those expectations," she said.

Guidehouse's report, State & Future of the Power Industry, outlines three steps to successfully engage customers by leveraging digital connectivity: 

  • Personalize messaging
  • Provide useful information
  • Deliver customer benefits

Hakirevic said many of today's utilities are still smoothing out their digital and self-serve customer journeys for basic applications, such as starting or stopping service and outage communications. However, a new generation of customers will require increasing levels of sophistication, especially as new revenue streams that provide retail products and services take hold.

According to Guidehouse, utilities' traditional focus on safety, reliability, and affordability will no longer be enough because new customers will expect sustainability, flexibility, autonomy, and individualization.

Read the Utility Dive Article

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