Rethinking Utility Customer Care

Satisfying Your Always-Connected, Always-On Customers

By: Todd W. Arnold

Ubiquitous digital communication has created a customer that's always connected, always on. Utilities are adopting digital communication to connect to the grid, the meter, and the customer. Todd Arnold, industry veteran with over 40 years’ experience, examines the convergence of these two trends-the "smart customer" with smart energy-revealing the implications, challenges, and opportunities for utility customer service.

In this provocative guide, you will discover:

How digital connectivity is disrupting traditional utility customer service models and the creative solutions required to    remain current. Effective strategies for engaging your digitally connected customer. The new prerequisites for service excellence in a digital world and how to achieve them. A road map to transform your customer care and avoid irrelevancy in the competition for the customer relationship. How to turn your CSRs into customer service "resolutionaries."

About the Author

Todd Arnold is a utility industry veteran with over 40 years of experience. He served as senior vice president, smart grid and customer systems with Duke Energy, as well as senior vice president, customer service.

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“In Rethinking Utility Customer Care, Todd Arnold provides a very forward-looking portrayal of the customer service experience, while offering excellent insight into how utilities can exceed customer expectations that evolve as dynamically as the digital age we live in.  I have already added one of his solutions to my Customer Service roadmap.”

             Joe Trentacosta, Senior Vice President & Chief Information Officer, Southern Maryland Electric Cooperative

“Todd Arnold provides us with a primer on how to rethink utility customer care and ensure we are satisfying our always-connected and always-on customers.  This thought-provoking book offers readers insight into the rapidly changing digital world in which we are living today.  I consider Rethinking Utility Customer Care a must read.”

             Penni McLean-Conner Chief Customer Officer & Senior Vice President, Customer Group, Eversource Energy

 “Todd Arnold’s book, Rethinking Utility Customer Care, is a provocative must-read for the utility chief customer officer and his staff.  As customers increasingly experience technologies that improve their engagement with other businesses, they come to expect from their utility not only effortless account self-service, but personalized tools to manage their comfort, environmental footprint, and monthly bill.  The “table stakes” are rapidly changing.”

            Mike LoweAssociate General Manager and Chief Customer Executive,  Salt River Project

 “Todd Arnold has done a masterful job of capturing the rapidly changing state of today’s utility customer environment.  Rethinking Utility Customer Care is a call to action – complete with sage advice and strategies on what the industry can do – not only to respond, but to get in front of our dynamically changing customer needs!”

             David McKendryDirector Customer ServiceHydro Ottawa