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The New Power of the [utility] Customer's Voice
1.
The New Power
of the Customer’s Voice Tom Raftery, April 2011 8th International SAP Utilities Conference 1 Thursday 14 April 2011
2.
Tom Raftery
• Lead analyst, energy and sustainability practice, RedMonk • GreenMonk.net • twitter.com/tomraftery • tom@redmonk.com • +34 677 695 468 • SlideShare.net/TomRaftery 2 Thursday 14 April 2011
3.
Who are you?
Photo http://www.flickr.com/photos/66164549@N00/2684465429/ 3 Thursday 14 April 2011
4.
Utility Comms
Photo http://www.flickr.com/photos/mikedefiant/1949525340/ 4 Thursday 14 April 2011
5.
Utility Comms
Photo http://www.flickr.com/photos/andrewbain/3126113695/ 5 Thursday 14 April 2011
6.
Utility Comms
Photo http://www.flickr.com/photos/traftery/4642376428/ 6 Thursday 14 April 2011
7.
New customer demands
Photo http://www.flickr.com/photos/jeremybrooks/2473047860/ 7 Thursday 14 April 2011
8.
Reliability
Photo http://www.flickr.com/photos/traftery/4367029329/ 8 Thursday 14 April 2011
9.
Accuracy
•Clear accurate bills •Utilisation info •Web portal •Mobile app •Energy Reduction •Smart appliances •Smart DR (control) Photo http://www.flickr.com/photos/podruzny/3730304011/ 9 Thursday 14 April 2011
10.
Complaints
•Easy Complaints Process •Multi-channel •Website, social media, email, letter •Phone (IVR, text & ppl) •Fast turnaround & follow-up Photo http://www.flickr.com/photos/mushon/191679834/ 10 Thursday 14 April 2011
11.
Generation mix
•More Renewables •Pollution •Coal •Oil spills •Frakking •Safety •Nuclear •Mining •Climate Change Photo http://www.flickr.com/photos/traftery/4339782517/ 11 Thursday 14 April 2011
12.
Net Metering
•Individual or group schemes Photo http://www.flickr.com/photos/skrobotic/74815199/ 12 Thursday 14 April 2011
13.
Etc.
•In-home displays •EV’s •Storage •Etc. Photos http://www.flickr.com/photos/traftery/ 13 Thursday 14 April 2011
14.
New customer voice
Photo http://www.flickr.com/photos/cambiodefractal/1467963348/ 14 Thursday 14 April 2011
15.
New customer channels
http://www.flickr.com/photos/traftery/4445846634/ 15 Thursday 14 April 2011
16.
New customer channels
http://www.flickr.com/photos/traftery/4445777716/ 16 Thursday 14 April 2011
17.
New customer channels
http://www.facebook.com/oncor 17 Thursday 14 April 2011
18.
New customer channels
http://twitter.com/#!/BPGlobalPR/status/17684385892 18 Thursday 14 April 2011
19.
New customer channels
http://twitter.com/comcastcares 19 Thursday 14 April 2011
20.
New customer channels
http://www.youtube.com/watch?v=5YGc4zOqozo 20 Thursday 14 April 2011
21.
New customer channels
http://www.youtube.com/watch?v=owGykVbfgUE 21 Thursday 14 April 2011
22.
New customer channels
http://www.ideastorm.com 22 Thursday 14 April 2011
23.
New customer channels
http://mystarbucksidea.force.com/ideaHome 23 Thursday 14 April 2011
24.
New customer channels
24 Thursday 14 April 2011
25.
Listen
http://amplicate.com/search?q=ryanair 25 Thursday 14 April 2011
26.
Listen
http://amplicate.com/search?q=jetblue&x=0&y=0 26 Thursday 14 April 2011
27.
Listen
27 Thursday 14 April 2011
28.
Listen
http://www.adobe.com/aboutadobe/pressroom/pressreleases/201103/030911AdobeOmnitureSocialAnalytics.html 28 Thursday 14 April 2011
29.
Listen
http://www-03.ibm.com/press/us/en/pressrelease/34087.wss 29 Thursday 14 April 2011
30.
Empower & Engage
30 Thursday 14 April 2011
31.
Thank You!
Contact information: Tom Raftery Lead Analyst, Energy & Sustainability, RedMonk Tom@redmonk.com, GreenMonk.net, Twitter.com/tomraftery +34 677 695 468 31 Thursday 14 April 2011
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