NOTE: This event has already taken place. See below for recording, event description, and link to download the presentation slides.

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Download web conference slides (PDF)

Poll questions from the presentation:

Where are you in serving your most vulnerable customers? Do you see low-income customers as:
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What do you consider the biggest barrier to serving your most vulnerable customers?
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Has your company or low-income multifamily program collaborated with Fannie Mae/Freddie Mac on “green” loans on multifamily or energy efficiency programs?
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Utilities are increasingly engaged in understanding and transforming the low-income customer experience (CX). Unfortunately, you can’t just tweak a program or mandate a training and expect to see better customer engagement; there’s a lot of thought and research that goes into redefining the low-income CX. We’ve seen companies use market research, segmentation, customer journey mapping, innovative marketing techniques, and internal alignment to better understand and support their low-income customers.

You’ll learn:

  • The business case for focusing on low-income customers
  • The current state and cutting-edge innovation in serving low-income customers from inside and outside the energy industry
  • The biggest barriers to building trust and helping vulnerable customers pay their bills
  • The best methods for serving vulnerable customers
  • How to drive greater participation in current programs

Speakers:

Lisa Markus, Managing Director, Consulting and Advisory Services, E Source

Nick Bafaloukos, Director, Customer Programs and Advanced Analytics, ComEd

Molly McGowan, Senior Manager, Business Development, Propel

Katie Ryder, Senior Consultant, Consulting and Advisory Services, E Source

For more information about this event, please email us or call 1-800-ESOURCE (1-800-376-8723).

America/New_York Low- or moderate-income customers Customer experience Customer journey mapping Financing programs Weatherization programs Ethnographic research Program design Market research Segmentation Voice of the customer (VOC) Targeted marketing - Lisa Markus