Education Articles

Customer Engagement in the New Utility Era

by Mike VanHorne | February 5, 2019 | Customer Service, Digital Customer Experience, Distributed Energy, Education, Electric Vehicles, Grid Modernization, Partnership, Renewables, Technology, Utility of the Future | 0 Comments

There’s a major trend happening in energy that is not measured in barrels or BTUs. Utilities are becoming much more focused on deepening their customer relationships. As state after state deregulates electricity, forcing utilities to compete with retail providers,...

Customer Satisfaction: Why it Matters to You

by Mike VanHorne | January 16, 2019 | Customer Engagement, Customer Service, Digital Customer Experience, Education, Gas Infrastructure, Technology | 0 Comments

There is a strong relationship between customer satisfaction and return on equity in the energy industry, and, although the industry has seen year-over-year positive progress, the needle is only being nudged. A JD Power white paper shows a link between customer...

Home Maintenance is a Key Factor for Canadians Aging in Place

by Mike VanHorne | January 7, 2019 | Energy, Home Maintenance, Service Line Responsibilities, Water | 0 Comments

According to AARP's Aging Readiness and Competitiveness (ARC) Report, Canadians age 65 and older outnumber those younger than 15 and more than 92 percent of them live in private households rather than nursing homes, with 81 percent living either alone or with a...

Homeowner’s High Water Bill Due to Leak Fixed by HomeServe Cares

by Mike VanHorne | January 2, 2019 | Customer Service, Education, Gas Infrastructure, HomeServe Cares, Service Line Responsibilities | 0 Comments

Katy C. of Hyattsville, Maryland, had a nasty surprise waiting in her mailbox – a water bill for $1,000. “It was usually $80 or $100,” she said of the stunning notice. Katy didn’t understand how her bill could have spiked so high without corresponding water use, so...