Customer-Focused Strategies & Research Description/Mission
We provide research for utilities that want to hear what their customers are saying.
Using Listen to the Customer techniques, we help utilities identify, understand and leverage patterns of customer needs, behaviors and attitudes. We listen to the customer for consumer service quality, attitudinal and satisfaction data. Our ability to transform this research into information and knowledge has proven invaluable to our clients.
Utility companies are recognizing the need to redesign corporate culture, operations and marketing in order to succeed in a new business environment. We are familiar with industry policies, rate structures, and regulatory trends and with the challenges of building a competitive organization. We will help you develop strategies that support corporate goals. We are committed to helping our clients, utilities and utility service providers develop customer focused, value-based marketing strategies.
You can successfully negotiate the regulatory waters.
Consumer management, quality, reliability standards and new rate approaches are key tools in successfully negotiating the regulatory waters to effectively pursue infrastructure redevelopment for growth, service improvement and customer satisfaction.
Utility commissions are moving to incorporate Quality of Service and Consumer Satisfaction measures into the regulatory process. By using data gathered by Listen to the Customer methods, the energy company can provide objective consumer metrics to justify new projects and creatively develop new rate approaches. By increasing the variety and type of services offered, the utility can proactively gain the support of both regulatory and consumer groups. Positive public support facilitates rate change requests and turns adversarial hearings into supportive policy forums to promote the wise use of energy.
You can provide more value to shareholders.
In a geographically limited monopoly, earnings growth from straight electricity is limited to population growth and incremental usage changes, resulting in a slow growth business. Shareholders are no longer satisfied with slow growth. Shareholder value can only grow through higher margin, non-commodity parts of the business. With our research, you will increase your ability to provide a "trustworthy" brand umbrella under which you can offer channel opportunities as well as products and services.