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.

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Consumer Focus Strategy For Utilities

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