Greg Dunlap, VP, Customer Service, PSEG
As utilities realize that they have "customers" instead of "meters" or "rate payers," it is critical to engage and listen to their key concerns and drivers. Customers are asking utilities for different channels of communication as well, including social media. And they want that communication not in the aggregate but as individuals. PSEG communicates the changes with their employees, recognizing that they are involved in the new conversations.
Whose responsibility is it to meet customer needs?
How does the utility become customer-centric?
Help employees understand the journey customers go through to get their power.