Customer care has evolved from standards-obsessed to process-obsessed to needs-obsessed.
Resources
Information, Insight, Expertise, Education you can use
Articles
Improving the Experience for Time-Pressed Customers
Utilities must recognize that every minute a Customer spends trying...
Bills & Blackouts — The Killer B’s
Despite tech advancements, "Killer B’s"—bills and blackouts—still shape how customers...
Why Bother Focusing on Customer Satisfaction When They Can’t Leave?
Focusing on customer satisfaction benefits more than retention; it influences...
The Function of Engagement with Stakeholders
The model visually demonstrates the cyclical and dynamic process of...
A Journey Toward True Customer Centricity
Customer centricity is more than a buzzword; it is a...
Transforming Intent into Action
Moving from the drawing board to real-world implementation presents a...
Research tips & Hints
Making Sense of Statistical Terms
Statistical terms can cause anxiety for non-experts who need to...
Criteria for Choosing a Research Partner
Selecting the right research partner is pivotal for utilities seeking...
Top Five Concerns About Investing in Research
Deciding to invest in customer research, though philosophically compelling, can...
Understanding Customer Insights
In the utility sector using Likert-type scales in surveys offers...
The Power of Polls
Polls are more than just a collection of numbers; they...
Events & Announcements
Annual UtilityPULSE Customer Satisfaction Survey
Customer engagement via surveys provides wisdom and information that could...
The UtilityPULSE Large Commercial Customer Survey
Commercial customers have a significant impact on utility operations and...
UtilityPULSE Essential Electricity Safety Awareness Survey
This survey and quiz, with its core 6 questions is...