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The New Power of the
                 Customer’s Voice


                                  Tom Raftery, April 2011
                         8th International SAP Utilities Conference




                                              1

Thursday 14 April 2011
Tom Raftery
        • Lead analyst, energy and
             sustainability practice,
             RedMonk

        • GreenMonk.net
        • twitter.com/tomraftery
        • tom@redmonk.com
        • +34 677 695 468
        • SlideShare.net/TomRaftery

                                        2

Thursday 14 April 2011
Who are you?




                           Photo http://www.flickr.com/photos/66164549@N00/2684465429/


                                                        3

Thursday 14 April 2011
Utility Comms




                             Photo http://www.flickr.com/photos/mikedefiant/1949525340/


                                                        4

Thursday 14 April 2011
Utility Comms




                             Photo http://www.flickr.com/photos/andrewbain/3126113695/


                                                        5

Thursday 14 April 2011
Utility Comms




                             Photo http://www.flickr.com/photos/traftery/4642376428/


                                                         6

Thursday 14 April 2011
New customer demands




                         Photo http://www.flickr.com/photos/jeremybrooks/2473047860/


                                                       7

Thursday 14 April 2011
Reliability




                          Photo http://www.flickr.com/photos/traftery/4367029329/


                                                     8

Thursday 14 April 2011
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

Thursday 14 April 2011
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/


                                                          10

Thursday 14 April 2011
Generation mix
   •More Renewables
   •Pollution
       •Coal
       •Oil spills
       •Frakking

   •Safety
       •Nuclear
       •Mining

   •Climate Change

                                    Photo http://www.flickr.com/photos/traftery/4339782517/

                               11

Thursday 14 April 2011
Net Metering


   •Individual or group
   schemes




                                   Photo http://www.flickr.com/photos/skrobotic/74815199/

                              12

Thursday 14 April 2011
Etc.

   •In-home displays
   •EV’s
   •Storage
   •Etc.




                           Photos http://www.flickr.com/photos/traftery/

                          13

Thursday 14 April 2011
New customer voice




                         Photo http://www.flickr.com/photos/cambiodefractal/1467963348/


                                                        14

Thursday 14 April 2011
New customer channels




                         http://www.flickr.com/photos/traftery/4445846634/



                                              15

Thursday 14 April 2011
New customer channels




                         http://www.flickr.com/photos/traftery/4445777716/



                                               16

Thursday 14 April 2011
New customer channels




                         http://www.facebook.com/oncor

                                  17

Thursday 14 April 2011
New customer channels




                         http://twitter.com/#!/BPGlobalPR/status/17684385892


                                                18

Thursday 14 April 2011
New customer channels




                         http://twitter.com/comcastcares

                                   19

Thursday 14 April 2011
New customer channels




                         http://www.youtube.com/watch?v=5YGc4zOqozo

                                            20

Thursday 14 April 2011
New customer channels




                         http://www.youtube.com/watch?v=owGykVbfgUE

                                           21

Thursday 14 April 2011
New customer channels




                         http://www.ideastorm.com

                                  22

Thursday 14 April 2011
New customer channels




                         http://mystarbucksidea.force.com/ideaHome

                                           23

Thursday 14 April 2011
New customer channels




                         24

Thursday 14 April 2011
Listen




                         http://amplicate.com/search?q=ryanair



                                         25

Thursday 14 April 2011
Listen




                         http://amplicate.com/search?q=jetblue&x=0&y=0



                                             26

Thursday 14 April 2011
Listen




                           27

Thursday 14 April 2011
Listen




                         http://www.adobe.com/aboutadobe/pressroom/pressreleases/201103/030911AdobeOmnitureSocialAnalytics.html

                                                                          28

Thursday 14 April 2011
Listen




                         http://www-03.ibm.com/press/us/en/pressrelease/34087.wss

                                                   29

Thursday 14 April 2011
Empower & Engage




                                30

Thursday 14 April 2011
Thank You!
                                     Contact information:

                                          Tom Raftery
                         Lead Analyst, Energy & Sustainability, RedMonk

                                     Tom@redmonk.com,
                                       GreenMonk.net,
                                    Twitter.com/tomraftery
                                       +34 677 695 468

                                               31

Thursday 14 April 2011

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