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The New Power of the [utility] Customer's Voice
- 1. The New Power of the
Customer’s Voice
Tom Raftery, April 2011
8th International SAP Utilities Conference
1
Thursday 14 April 2011
- 2. Tom Raftery
• Lead analyst, energy and
sustainability practice,
RedMonk
• GreenMonk.net
• twitter.com/tomraftery
• tom@redmonk.com
• +34 677 695 468
• SlideShare.net/TomRaftery
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Thursday 14 April 2011
- 3. Who are you?
Photo http://www.flickr.com/photos/66164549@N00/2684465429/
3
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- 4. Utility Comms
Photo http://www.flickr.com/photos/mikedefiant/1949525340/
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- 5. Utility Comms
Photo http://www.flickr.com/photos/andrewbain/3126113695/
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- 6. Utility Comms
Photo http://www.flickr.com/photos/traftery/4642376428/
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- 7. New customer demands
Photo http://www.flickr.com/photos/jeremybrooks/2473047860/
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- 8. Reliability
Photo http://www.flickr.com/photos/traftery/4367029329/
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- 9. Accuracy
•Clear accurate bills
•Utilisation info
•Web portal
•Mobile app
•Energy Reduction
•Smart appliances
•Smart DR (control)
Photo http://www.flickr.com/photos/podruzny/3730304011/
9
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- 10. Complaints
•Easy Complaints Process
•Multi-channel
•Website, social media,
email, letter
•Phone (IVR, text & ppl)
•Fast turnaround &
follow-up
Photo http://www.flickr.com/photos/mushon/191679834/
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- 11. Generation mix
•More Renewables
•Pollution
•Coal
•Oil spills
•Frakking
•Safety
•Nuclear
•Mining
•Climate Change
Photo http://www.flickr.com/photos/traftery/4339782517/
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- 12. Net Metering
•Individual or group
schemes
Photo http://www.flickr.com/photos/skrobotic/74815199/
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- 13. Etc.
•In-home displays
•EV’s
•Storage
•Etc.
Photos http://www.flickr.com/photos/traftery/
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- 14. New customer voice
Photo http://www.flickr.com/photos/cambiodefractal/1467963348/
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- 25. Listen
http://amplicate.com/search?q=ryanair
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- 26. Listen
http://amplicate.com/search?q=jetblue&x=0&y=0
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- 27. Listen
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- 28. Listen
http://www.adobe.com/aboutadobe/pressroom/pressreleases/201103/030911AdobeOmnitureSocialAnalytics.html
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- 29. Listen
http://www-03.ibm.com/press/us/en/pressrelease/34087.wss
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Thursday 14 April 2011
- 31. Thank You!
Contact information:
Tom Raftery
Lead Analyst, Energy & Sustainability, RedMonk
Tom@redmonk.com,
GreenMonk.net,
Twitter.com/tomraftery
+34 677 695 468
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