Tired of failing with customers? Best practices in customer engagement
By: SGN Staff
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.
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 â€œindustry insightsâ€ 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 industryâ€™s knowledgeâ€”and â€œvoices of experience.â€
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.