Customer Communication is Key

The importance of communication in customer service has never been greater. Chartwell’s recent EMACS conference placed it at the center of a utility’s marketing focus.

New means of communication, particularly social media–Facebook, Twitter blogs, YouTube and the rest–transform the old insert-in-the-bill approach into an interactive vehicle better aligned with customers accustomed to the media’s 24-hour news cycle.

Singly or in combination, the tools of social media provide an easy, effective channel to reach out to customers or to disseminate information.

The last big step for many utilities was the advent of automated outbound calls for weather or service alerts. Now utilities have a broad choice of channels as they step up communications to the sophistication and effectiveness of airlines, banks, telecommunications companies and others that are developing their own mobile device apps.

Intuitive software apps will be the new look of customer service representatives as they become more available and have more information instantly available to them.

The new apps also put tools in customers’ hands so they may manage their home or business energy needs.

Plan to attend CS Week, May 23-26, 2011, in Orlando, Fla., to make sure your information technology and customer service departments are maximizing these new technologies for everyone’s benefit.

The disappearance of landline telephony is moving so quickly that it has jumped two generations. With knowledge, utilities can stay abreast of the changes around us.

As CS Week celebrates 35 years serving the customer service, information technology and now smart infrastructure segments of electric, gas and water and wastewater utilities, it is truer than ever that business is more about customers.

We look forward to welcoming you to CS Week 35 at the Gaylord Palms for four days packed with dynamic speakers, robust sessions and the solutions to strengthen your business.

Jerry Duvall, CEO, CS Week
Rod Litke, COO, CS Week

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