Full-circle customer engagement part 3: Creating a full-circle approach
The electric power industry has entered a new phase of customer engagement. No longer is it sufficient to put a Band-Aid on existing approaches. Instead, utilities need to step back and completely rethink their strategies from start to finish. One strategy - the full-circle approach to customer engagement - was the focus of our Jan. 16, 2013 webinar presented with Opower and Pike Research.
Our experts for this webinar included:
Â· Bob Lockhart, Senior Research Analyst with Pike Research
Â· Ogi Kavazovic, VP of Marketing & Strategy at Opower
If you missed the webinar or want to review it, we have split it into four installments. To watch the third segment, click the Watch the Replay link at the top of this page. In it, Kavazovic provides details on what it takes to create a "full-circle” customer engagement strategy. The other three replay segments are linked below.
Part 1: Intro and the importance of a strategy
In this first segment of our Jan. 16, 2013 Lessons from the Real World webinar with Opower and Pike Research, Jesse Berst of Smart Grid News introduces the speakers and discusses the importance of staying current on different approaches to customer engagement. Watch now >>
Part 2: Customer attitude research
Bob Lockhart of Pike Research discusses findings from research exploring customer attitudes toward the smart grid and smart meters in this second segment of our Jan. 16, 2013 webinar on "full-circle" customer engagement. Watch now >>
Part 4: Results, mistakes, next steps
Ogi Kavazovic of Opower shares some results from his company's customer engagement work with electric utilities and some of the mistakes utilities have encountered along the way. In this fourth and final segment of our webinar, Kavazovic also suggests four "next steps" that utilities should take to avoid similar problems. Watch now >>