When it comes to energy conservation, energy consumers consider their wallets first June 8, 2011
Posted by Chartwell Inc. in Uncategorized.Tags: Chartwell Blog, Chartwell research, energy conservation, energy efficiency, energy usage, market research, online energy information, smart grid, utilities, utility customer engagement, utility market research
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Chartwell’s Smart Grid Customer Engagement Council is well into its second year of studying the behaviors of North American consumers concerning their energy usage and attitudes. With a focus this year on energy usage tools and behaviors, the Council, which is made up of utility companies that work with Chartwell, has already made a couple of important findings. Among those:
- Consumers are interested in their energy usage and see the long-term need to stay abreast of it; but
- Engaging them with the right tools is the real challenge. In other words, utilities will have to offer energy monitoring products that are easy to use and which add value to their customers’ lives.
One thing is clear, however, from Chartwell’s years of research and thousands of consumer interviews: (more…)
Consumer advocate provides smart-meter reality check to utilities at Chartwell summit May 27, 2011
Posted by Scott Johnson in Utility Industry News.Tags: Chartwell, Chartwell Blog, Chartwell research, customer communications, energy usage, market research, meter data, privacy, security, smart grid, smart meter, utilities, utility communications, utility customer engagement, utility customer service, utility market research
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Arizona’s advocate for residential utility consumers delivered a clear message to industry leaders attending Chartwell’s Smart Grid Customer Education Summit in Phoenix late last month: Increased outreach and education can only improve customers’ perceptions of smart meters and smart grid.
Jodi Jerich, director of the state’s Residential Utility Consumer Office, which represents the interests of residential ratepayers before the Arizona Corporation Commission, noted that public understanding of smart grid technologies is low. She backed this up by citing research from several firms and as I noted previously on this blog, Chartwell research shows about 40% of consumers familiar with their home energy costs say they have not heard of smart meters; about three in four say they have not heard of smart grid. (more…)
Silent running or loud and proud: What’s your smart meter approach? April 18, 2011
Posted by Scott Johnson in Utility Industry News.Tags: Chartwell, Chartwell Blog, Chartwell research, customer communications, smart grid, smart meter, utility communications, utility customer engagement, utility market research
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You’ll find more enthusiasts than wallflowers among electric utilities planning to engage their customers during smart meter rollouts.
A clear majority of utilities tell Chartwell they plan to proactively involve customers in the rollout of advanced metering infrastructure (AMI) and smart metering systems. (more…)
Just how much data do customers want when it comes to their energy usage? Chartwell council aims to find out April 7, 2011
Posted by Chartwell Inc. in Utility Industry News.Tags: Chartwell, Chartwell Blog, Chartwell research, customer communications, demand response, energy usage, online energy information, smart appliances, smart grid, smart meter, utilities, utility communications, utility customer engagement, utility customer service
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Paper or plastic? It was a common question heard every time one checked out at the grocery store of the ‘80s and ‘90s. There was a time when the brown paper bag was king. Then it became plastic, but lots of people – my mother, for example – didn’t like moving away from paper, hence the question was always posed by the grocery bagger.
This question, of course, was asked to ensure that customers had a good experience – even those resistant to change.
Then about 15 or so years ago, shoppers started hearing that question less and less. It was assumed by the grocery baggers that plastic was what most people wanted, and most people didn’t complain. Sure, you could still request a paper bag, but not many did. Now, there’s often not even a bagger present. In fact, you can check yourself out in many stores, and the only option is plastic – unless you’ve bought one of those environmentally friendly reusable bags.
Much the way customer service and programs in other industries evolve over time, utilities will see customer attitudes and perceptions evolve. (more…)
Location, location, location – As important in website design as succeeding as a restaurateur March 24, 2011
Posted by Vanessa Edmonds in Utility Industry News.Tags: 4ps, 4Ps of marketing, access, Chartwell Blog, Chartwell marketing, Chartwell new website, Chartwell Research Analyst, Chartwell website overhaul, Chartwell’s Director of Marketing, Chartwell’s Web and Mobile Customer Interaction Summit, Chris Rohrer, Contact Center Manager, Customer Care, customer-focused marketing, Doris Yon, EPCOR Utilities, interactive utility service offerings, marketing management, online bill pay, Online Services, pay the bill, placement, Salt River Project, sign up for service, SIVA, Smart Meter Data, Stu Goldfarb, usability, usage data, utility customer care events, utility events, Vanessa Edmonds, Web and Mobile Roadmap, web site design, Web-based Channels, Website design, Xcel Energy, Yuki Sakai
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Beautiful beaches, swanky shopping and a celebrity-energized nightlife are three of the leading reasons people visit Miami Beach, but the amazing selection of international food shouldn’t be undersold. Miami Beach offers cuisines from Cuban and Haitian to Peruvian, Indian, Thai and Japanese. I don’t consider myself a “foodie,” but appreciate great cuisine and Miami Beach serves it up with panache.
During my last Miami food adventure, it was immediately obvious that only a handful of restaurants attract the majority of culinary enthusiasts. Is it because they truly offer better food, prices or dining experience? My opinion is “probably not.” If Miami Beach restaurants set up their shops on a very large ship, organized proportionate to current geographic location, the ship would sink faster than the Titanic, led by the Ocean Avenue. Yes, it’s all about location. Every year, throngs of promising restaurateurs fail because they open their doors on the wrong street.
How does the importance of location translate to website design? (more…)
7 reasons to subscribe to Chartwell’s Blog February 17, 2011
Posted by Vanessa Edmonds in Utility Industry News.Tags: Allison Herdic, billing and payment, Chartwell, Chartwell Blog, Chartwell conferences, Chartwell events, Chartwell research, Chartwell’s Blog, customer contact, Darren Epps, Dennis Smith, Doris Yon, Jennifer Allen, mobile devices, outage communications, scamming utilities, Scott Johnson, smart contact centers, smart grid, utility industry conferences, utility industry events, utility industry research, utility industry savvy, utility research studies, utility self service, utility tv ads, Vanessa Edmonds
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If you don’t currently subscribe to Chartwell’s Blog, or do but aren’t aware of all of the benefits of your subscription, continue reading. These are the top 7 reasons that people subscribe:
