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Consumer Focus Strategy For Utilities
 

Consumer Focus Strategy For Utilities

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Brief overview of the Consumer Focus Strategy, designed to help utilities build consumer-centric operations and lifetime value of their customers.

Brief overview of the Consumer Focus Strategy, designed to help utilities build consumer-centric operations and lifetime value of their customers.

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    Consumer Focus Strategy For Utilities Consumer Focus Strategy For Utilities Presentation Transcript

    • www.SmartGridLibrary.com
      Why Utilities Need the Smart Grid Consumer Focus Strategy
    • Transformations on the Horizon
      Smart Grid
      Strategy
      • Increase shareholder value
      • Increase consumer lifetime value
      Enviromental
      Targets
      • Carbon reductions
      • Integration of renewables and storage
      Organization
      • Reorient from ratepayer to consumer
      • Consumer choices
      Consumer Expectations
      • Excellent customer service
      • Utility is trusted advisor
      Evolving Ecosystem
      • New energy services
      • New service providers
      • Consumers with choices
      Proprietary and Confidential
    • Fundamental Questions
      What if other energy service providers intermediate your relationship with consumers?
      Will it decrease shareholder value?
      Will it inhibit your ability to sell value-add services to consumers?
      Will it decrease the lifetime value of your consumers?
      Will it jeopardize corporate objectives?
      Will it inhibit your efforts to build consumer mindshare?
      Will it impact your abilities to maintain economical rates?
      Will it reduce your opportunities to secure support for critical infrastructure projects?
      Proprietary and Confidential
    • Utility/Consumer Relationship Change
      Utilities have two responses to Smart Grid impacts to the ecosystem
      $
      $
      Proprietary and Confidential
    • It’s a Perfect Time to Be A Utility
      Smart Grid rollouts need the Consumer Focus Strategy
      Challenge: A recent study* revealed that 56% of respondents think the Smart Grid will improve the customer experience and customer service
      Opportunity: But 87% of respondents would like utilities to suggest ways to reduce bills
      Challenge: Poor execution of Smart Grid projects can result in consumer protests
      Opportunity: Communicate/educate about technology and benefits – enlighten and strengthen lifetime consumer value
      *EcoAlign - 2011
      Proprietary and Confidential
      • It is a Roadmap and Model to build consumer-centric operations
      What
      • It is an ongoing process
      What
      What is the Consumer Focus Strategy?
      • It uses integrated communications and education for internal and external audiences
      How
      • It manages complex transformations
      How
      • It creates a trusted advisor relationship
      • It builds the consumer lifetime value for utilities
      Why
      Why
      www.themegallery.com
      Proprietary and Confidential
    • Consumer Focus Strategy Components
      Roadmap
      Change Management
      Internal and External Communications Plans
      Risk Communications
      Benchmark
      Consumer Focus Model
      Channels
      Budget
      Project Plans
      Risk Mitigation
      Technology Foundation
      RFP Process
      Proprietary and Confidential
    • Learn the key success factors to build consumer value for your utility
      Get 9 ideas for consumer outreach using social media channels
      Understand the strategic value of benchmarking
      Answer 12 critical questions about budget planning to ensure project success
      Avoid common “gotchas” in the use of social media channels
      Adopt 2 policy recommendations for email, web chat, and text messaging practices
      Read our rigorous RFP process that achieves technical, financial, tactical and strategic objectives
      Identify the most important technologies for your Consumer Focus Model
      Review conveniently summarized key takeaways for each chapter
      Proprietary and Confidential
      Nine Reasons to Get This Book
    • Only $14.95 for the 52 page ebook!
      Available at www.SmartGridLibrary.com
      • “A great read for anyone working on delivering customer value from the smart grid. Christine and Bill have captured the complexity of putting all the pieces together in an easy to read format that’s sure to cause some thought for even the most experienced leadership. A great piece to recalibrate your own plans with and to share with others as you explain what needs to happen to move the organization forward.”
      Proprietary and Confidential
      Get It Now!
    • Thank You !
      www.SmartGridLibrary.com