Tired of failing with customers? Best practices in customer engagement

Tools

By: SGN Staff

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Quick Take:  As part of its stimulus funding for smart grid, the DOE is now collecting the lessons learned and making them available to other utilities. The latest example is a report detailing best practices for customer engagement.

 

I've included some of the introductory remarks from the official government site. Or download the free PDF and harvest the best ideas for your own utility. - Jesse Berst

 

Voice of Experience: Insights on Smart Grid Customer Engagement

 

The success of the smart grid will depend in part on consumers taking a more proactive role in managing their energy use. Voices of Experience|Insights on Smart Grid Customer Engagement (the Guide) is the result of a 9-month effort to compile information on the successful approaches used by utilities to engage customers regarding smart grid technology deployments. It provides practical advice in the form of “industry insights” from utilities that have implemented smart grid projects to educate and engage their customers. It is not a road map, how-to guide, or even a handbook. It is simply an effort to capture the industry’s knowledge—and “voices of experience.”

 

Customer engagement within the electric power industry is an evolving, ongoing process that is just beginning to emerge. While this guide may lean towards AMI/smart meter customer engagement ( that is the technology on which participating utilities were most often focused), the principals and insights apply to a much broader perspective including engaging customers for dynamic pricing programs, demand response programs, distribution automation (e.g.; outage communication), and other technology such as home area network (HAN) devices.