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Consumer engagement is one of the biggest challenges facing utilities today. Identifying the messaging, programs and incentives that will get consumers on the energy-saving bandwagon and engaged in the benefits of a smart grid, smart meters, demand response, home energy monitoring and other energy efficiency initiatives is the challenge of utility consumer engagement. Fortunately there is extensive consumer engagement research available, from the use of behavioral science to customer segmentation marketing and best practices. This section provides news and resources on challenges and successes in consumer engagement for utilities.

Results: 387 results found. You are on page 1 of 26 pages.

What the iPod teaches us about utility customers (Hint: Your programs have a shelf life)

smart grid, modern grid, smart grid technology, customer engagement, behavioral energy efficiency, customer strategies
Of course it’s important to get utility customers involved in energy efficiency. Once accomplished, it’s even more important to keep them interested. Guest contributor Marie McKenna explains that while behavioral energy efficiency (BEE) has been a very effective tool, it shouldn’t be the only product on your program shelf. The parallels she draws with the discontinued iPod offer valuable lessons on why it takes much more to achieve lasting customer engagement.

The utility customer challenge: They like you but they are not loyal. Are you measuring the wrong things?

smart grid, modern grid, smart grid technology, consumer engagement, customer attitudes, electric utilities
Utilities are providing good customer service, most consumer say. But that doesn’t mean they would stick with their current electricity provider if given the choice. Click to read about the latest consumer survey from DEFG EcoAlign. It explains why measuring long-term loyalty could be more valuable than measuring customer satisfaction.

EcoPinion Consumer Survey: The Conflicted Consumer Landscape in the Utility Sector

DEFG commissioned a national survey of utility customers to glean more insights on what utility customers may value from their utility. The top line findings from EcoPinion No. 19 show a conflicted consumer landscape in terms of customer expectations. The survey report addresses those conflicts and provides information intended to help utilities improve overall customer satisfaction.

Utilities: Don't screw up privacy the way you screwed up smart meters

smart grid, modern grid, smart grid technology, data privacy, smart meters, electric utilities
Remember the early days of smart meter rollouts, when utilities generally didn’t think to familiarize customers with the new technology first? Many customers didn’t like the idea and said so. Several years later, and data privacy has become a sensitive issue. To avoid history repeating itself, Illinois is planning a “privacy framework” for the state’s utilities. Click for details.

74% of U.S. utilities are flunking mobile (the East is best, the South is worst)

smart grid, modern grid, smart grid technology, social media, digital technologies, mobile apps, customer engagement, electric utilities
The migration to mobile is evident in almost every industry. But at a time when people buy clothes, check bank statements or make reservations by phone, the U.S. electric power industry seems to be far behind. There are stunning exceptions of course but many, many utilities seriously lag in their adoption of digital technologies. A new report from Booz Allen offers some suggestions for how they can catch up.

The 5 essentials for better customer engagement

smart grid, modern grid, customer engagement, customer engagement srategy, electric utilities
Most utilities have customer engagement programs of some kind by now. But are they doing enough, doing it right? Guest author Martin Milani explains why a comprehensive strategy that cost-effectively engages customers across all touch points and programs is far better than stand-alone solutions. And he shares proven approaches for ensuring meaningful engagement.

Digital Migration for Electric Utilities

Utilities have sought to expand digital migration, the movement of customer interactions away from traditional channels and into the digital space. Booz Allen has identified three areas of strategy to help utilities originate and expand their digital portfolios, attract customers to these digital offerings, and improve each interaction.

GE survey: Millions of Americans willing to pay more for a better grid

smart grid, modern grid, smart grid technology, lessons learned, customer engagement, renewable energy, energy efficiency, GE, electric utilities
A new survey from GE’s Digital Energy business says millions of Americans are so concerned and frustrated with power outages they would pay more on their monthly power bill if it would ensure a more reliable grid. Click for details and other highlights from GE’s Grid Resilience Survey.

Want some good news for a change? Evidence that behavioral efficiency will last

smart grid, modern grid, smart grid technology, energy efficiency, customer engagement, Opower, behavioral science, electric utilities
Increasing numbers of utilities are adopting behavioral programs to encourage energy efficiency. Even so, many wonder if the effects of those programs will last… if customers will stick with them once the newness wears off. Opower offers evidence that customer interest will remain, and could grow.

What Disney can teach you about messaging to utility customers (yes, Disney)

smart grid, modern grid, smart grid technology, customer engagement, energy conservation, smart grid strategy, electric utilities
Persuading customers to get serious about conserving energy has been a tough nut for utilities to crack. But CEIVA Energy CEO Dean Schiller, a former Walt Disney executive, shares some refreshing and engaging thoughts (with examples) on how to get, and keep, customers’ attention.

Four ways utilities can fight back against Google

smart grid, modern grid, smart grid technology, smart grid strategy, utility business model, Google, electric utilities
There has been plenty of compelling evidence of Google’s intent to take over the electric grid. So Tendril CEO Adrian Tuck’s four recommendations on how utilities can transform themselves and successfully meet that challenge are very timely.

Smart meter progress: What Britain is doing better than the U.S.

smart grid, modern grid, smart grid technology, smart meters, customer engagement, UK smart meters, smart meter rollouts, electric utilities
UK electricity providers are doing something many U.S. utilities wish they had done: educate their customers about the benefits of smart meters before the rollout starts… not afterward. Read the story for a quick look at how the UK is handling customer engagement, and why.

How Seattle City Light spent big bucks to make itself look stupid

smart grid, smart grid technology, smart grid strategy, social media, consumer engagement, electric utilities
Smart Grid News has published stories on utilities that have won high marks for how well they use social media to engage customers. So it seems only fair to share a story about one utility that illustrates how to do it wrong. Click for details.

When bad rates happen to good utilities (like SDG&E)

smart grid, modern grid, smart grid technology, electricity rates, rate structures, energy efficiency, customer engagement, electric utilities
Something’s wrong with California’s electricity rate structure, SDG&E’s Jim Avery says. The two-tiered rate plan gives low rates to customers who use less power and higher rates to those who use a lot. Unfortunately, he says, that concept is out of date… and encourages customers to do what it never intended.

What customers really want to hear (it could mean succeed or fail for utilities)

smart grid, modern grid, smart grid technology, consumer engagement, customer engagement strategies, electric utilities
As utilities struggle to engage customers and keep them happy, the cost issue looms large. Yes, power prices should be low, and customers should be able to control how and when they use electricity to keep their costs down. But there’s another part of the equation that matters more if utilities want to compete successfully in today’s new business environment: Choice.

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