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

•

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The document discusses the new power of the customer's voice for utilities. It outlines how customers now demand more reliable service, accurate bills, information about their energy usage, and ways to provide feedback through multiple online and social media channels. Utilities must listen to customers on these channels to understand their perspectives and empower and engage with them.

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

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

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

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