Customer Engagement 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...

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...

HomeServe Helps Yonkers Resident Solve a Serious Problem

by Mike VanHorne | October 10, 2018 | Customer Service, Education, HomeServe Cares | 0 Comments

Evangeline G. of Yonkers, New York, noticed many of her neighbours were experiencing water line breaks, especially during the winter months, and began worrying about the line servicing her home. “[The contractors] told us to get this [warranty] because all these lines...