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The New Power of the                 Customer’s Voice                                  Tom Raftery, April 2011            ...
Tom Raftery        • Lead analyst, energy and             sustainability practice,             RedMonk        • GreenMonk....
Who are you?                           Photo http://www.flickr.com/photos/66164549@N00/2684465429/                        ...
Utility Comms                             Photo http://www.flickr.com/photos/mikedefiant/1949525340/                        ...
Utility Comms                             Photo http://www.flickr.com/photos/andrewbain/3126113695/                        ...
Utility Comms                             Photo http://www.flickr.com/photos/traftery/4642376428/                          ...
New customer demands                         Photo http://www.flickr.com/photos/jeremybrooks/2473047860/                   ...
Reliability                          Photo http://www.flickr.com/photos/traftery/4367029329/                               ...
Accuracy   •Clear accurate bills   •Utilisation info       •Web portal       •Mobile app   •Energy Reduction       •Smart ...
Complaints   •Easy Complaints Process   •Multi-channel       •Website, social media,       email, letter       •Phone (IVR...
Generation mix   •More Renewables   •Pollution       •Coal       •Oil spills       •Frakking   •Safety       •Nuclear     ...
Net Metering   •Individual or group   schemes                                   Photo http://www.flickr.com/photos/skroboti...
Etc.   •In-home displays   •EV’s   •Storage   •Etc.                           Photos http://www.flickr.com/photos/traftery/...
New customer voice                         Photo http://www.flickr.com/photos/cambiodefractal/1467963348/                  ...
New customer channels                         http://www.flickr.com/photos/traftery/4445846634/                           ...
New customer channels                         http://www.flickr.com/photos/traftery/4445777716/                           ...
New customer channels                         http://www.facebook.com/oncor                                  17Thursday 14...
New customer channels                         http://twitter.com/#!/BPGlobalPR/status/17684385892                         ...
New customer channels                         http://twitter.com/comcastcares                                   19Thursday...
New customer channels                         http://www.youtube.com/watch?v=5YGc4zOqozo                                  ...
New customer channels                         http://www.youtube.com/watch?v=owGykVbfgUE                                  ...
New customer channels                         http://www.ideastorm.com                                  22Thursday 14 Apri...
New customer channels                         http://mystarbucksidea.force.com/ideaHome                                   ...
New customer channels                         24Thursday 14 April 2011
Listen                         http://amplicate.com/search?q=ryanair                                         25Thursday 14...
Listen                         http://amplicate.com/search?q=jetblue&x=0&y=0                                             2...
Listen                           27Thursday 14 April 2011
Listen                         http://www.adobe.com/aboutadobe/pressroom/pressreleases/201103/030911AdobeOmnitureSocialAna...
Listen                         http://www-03.ibm.com/press/us/en/pressrelease/34087.wss                                   ...
Empower & Engage                                30Thursday 14 April 2011
Thank You!                                     Contact information:                                          Tom Raftery  ...
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The New Power of the [utility] Customer's Voice

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Transcript of "The New Power of the [utility] Customer's Voice"

  1. 1. The New Power of the Customer’s Voice Tom Raftery, April 2011 8th International SAP Utilities Conference 1Thursday 14 April 2011
  2. 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 2Thursday 14 April 2011
  3. 3. Who are you? Photo http://www.flickr.com/photos/66164549@N00/2684465429/ 3Thursday 14 April 2011
  4. 4. Utility Comms Photo http://www.flickr.com/photos/mikedefiant/1949525340/ 4Thursday 14 April 2011
  5. 5. Utility Comms Photo http://www.flickr.com/photos/andrewbain/3126113695/ 5Thursday 14 April 2011
  6. 6. Utility Comms Photo http://www.flickr.com/photos/traftery/4642376428/ 6Thursday 14 April 2011
  7. 7. New customer demands Photo http://www.flickr.com/photos/jeremybrooks/2473047860/ 7Thursday 14 April 2011
  8. 8. Reliability Photo http://www.flickr.com/photos/traftery/4367029329/ 8Thursday 14 April 2011
  9. 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/ 9Thursday 14 April 2011
  10. 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/ 10Thursday 14 April 2011
  11. 11. Generation mix •More Renewables •Pollution •Coal •Oil spills •Frakking •Safety •Nuclear •Mining •Climate Change Photo http://www.flickr.com/photos/traftery/4339782517/ 11Thursday 14 April 2011
  12. 12. Net Metering •Individual or group schemes Photo http://www.flickr.com/photos/skrobotic/74815199/ 12Thursday 14 April 2011
  13. 13. Etc. •In-home displays •EV’s •Storage •Etc. Photos http://www.flickr.com/photos/traftery/ 13Thursday 14 April 2011
  14. 14. New customer voice Photo http://www.flickr.com/photos/cambiodefractal/1467963348/ 14Thursday 14 April 2011
  15. 15. New customer channels http://www.flickr.com/photos/traftery/4445846634/ 15Thursday 14 April 2011
  16. 16. New customer channels http://www.flickr.com/photos/traftery/4445777716/ 16Thursday 14 April 2011
  17. 17. New customer channels http://www.facebook.com/oncor 17Thursday 14 April 2011
  18. 18. New customer channels http://twitter.com/#!/BPGlobalPR/status/17684385892 18Thursday 14 April 2011
  19. 19. New customer channels http://twitter.com/comcastcares 19Thursday 14 April 2011
  20. 20. New customer channels http://www.youtube.com/watch?v=5YGc4zOqozo 20Thursday 14 April 2011
  21. 21. New customer channels http://www.youtube.com/watch?v=owGykVbfgUE 21Thursday 14 April 2011
  22. 22. New customer channels http://www.ideastorm.com 22Thursday 14 April 2011
  23. 23. New customer channels http://mystarbucksidea.force.com/ideaHome 23Thursday 14 April 2011
  24. 24. New customer channels 24Thursday 14 April 2011
  25. 25. Listen http://amplicate.com/search?q=ryanair 25Thursday 14 April 2011
  26. 26. Listen http://amplicate.com/search?q=jetblue&x=0&y=0 26Thursday 14 April 2011
  27. 27. Listen 27Thursday 14 April 2011
  28. 28. Listen http://www.adobe.com/aboutadobe/pressroom/pressreleases/201103/030911AdobeOmnitureSocialAnalytics.html 28Thursday 14 April 2011
  29. 29. Listen http://www-03.ibm.com/press/us/en/pressrelease/34087.wss 29Thursday 14 April 2011
  30. 30. Empower & Engage 30Thursday 14 April 2011
  31. 31. Thank You! Contact information: Tom Raftery Lead Analyst, Energy & Sustainability, RedMonk Tom@redmonk.com, GreenMonk.net, Twitter.com/tomraftery +34 677 695 468 31Thursday 14 April 2011
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