Post tagged with "customer engagement"

Our Thinking

3 things utilities should know about millennials

  • By Aaron Tinjum
  • July 21, 2014

Much has been written about the millennials.

Why? Because millennials — those born between 1982 and 2003 — will make-up one-third of the U.S. adult population by 2020 and 75 percent of the workforce by 2025. That represents a huge economic shift in consumer preferences.

Recently, the Brookings Institution released a working paper that sheds light on the tastes and attitudes of the millennial generation. The paper — How Millennials Could Upend Wall Street and Corporate America — examines the broad characteristics of millennials. But, as John Banks of Brookings notes, the study also offers a few specific clues as to how they will impact the utility industry. 

Based on the Brookings Institution’s analysis — as well as some other industry research — here are three things utilities should know about the next generation of utility customers: millennials. 

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Our Thinking

18 things utilities need to know about Accenture’s new report on energy consumers

  • By Casey Davis-Van Atta
  • July 14, 2014

In case you missed it, researchers at Accenture just published their huge annual study on energy consumers. The latest version, Architecting for the Future, reflects more than 13,000 in-depth interviews with residential utility customers in 26 countries — from North, Central, and South America to Europe and Asia.

There’s a mountain of insights in the report, and it’s well worth giving it a thorough read. For now, here are 18 of the most interesting data points that energy pros need to know.

really big trends

1. Utilities are starting to win back their customers’ trust. Last year, just 24 percent of people trusted their energy provider to deliver sound energy management advice. In 2014, trust climbed to 37 percent — more than online service providers, telecommunications groups, home security companies, and other new entrants in the energy market.

Accenture: Trust

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Our Thinking

3 Key Lessons for Realizing the Return on Customer Engagement

  • By Aaron Tinjum
  • July 9, 2014

The utility industry is in a time of tremendous change with distributed generation, flattening electricity demand, and new regulations. There are many opportunities for utilities to benefit from these trends, but doing so requires customer participation. 

Recently, Opower held a webinar — “Customers first: how utilities are using customer engagement to conquer new business challenges” — to highlight the business value of customer engagement and how utilities can successfully engage their customers.

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