the new power of the [utility] customer's voice

The New Power of theCustomer’s Voice

Tom Raftery, April 2011

8th International SAP Utilities Conference

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Thursday 14 April 2011

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Tom Raftery• Lead analyst, energy and

sustainability practice, RedMonk

• GreenMonk.net

• twitter.com/tomraftery

• tom@redmonk.com

• +34 677 695 468

• SlideShare.net/TomRaftery

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Who are you?

Photo http://www.flickr.com/photos/66164549@N00/2684465429/

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Utility Comms 1.0

Photo http://www.flickr.com/photos/mikedefiant/1949525340/

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Utility Comms 1.0

Photo http://www.flickr.com/photos/andrewbain/3126113695/

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Utility Comms 1.0

Photo http://www.flickr.com/photos/traftery/4642376428/

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New customer demands

Photo http://www.flickr.com/photos/jeremybrooks/2473047860/

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Reliability

Photo http://www.flickr.com/photos/traftery/4367029329/

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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/

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Complaints

Photo http://www.flickr.com/photos/mushon/191679834/

•Easy Complaints Process

•Multi-channel•Website, social media, email, letter

•Phone (IVR, text & ppl)

•Fast turnaround & follow-up

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Generation mix

Photo http://www.flickr.com/photos/traftery/4339782517/

•More Renewables

•Pollution •Coal

•Oil spills

•Frakking

•Safety•Nuclear

•Mining

•Climate Change

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Net Metering

Photo http://www.flickr.com/photos/skrobotic/74815199/

•Individual or group schemes

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Etc.

•In-home displays

•EV’s

•Storage

•Etc.

Photos http://www.flickr.com/photos/traftery/

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New customer voice

Photo http://www.flickr.com/photos/cambiodefractal/1467963348/

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New customer channels

http://www.flickr.com/photos/traftery/4445846634/

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New customer channels

http://www.flickr.com/photos/traftery/4445777716/

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New customer channels

http://www.facebook.com/oncor

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New customer channels

http://twitter.com/#!/BPGlobalPR/status/17684385892

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New customer channels

http://twitter.com/comcastcares

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New customer channels

http://www.youtube.com/watch?v=5YGc4zOqozo

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New customer channels

http://www.youtube.com/watch?v=owGykVbfgUE

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New customer channels

http://www.ideastorm.com

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New customer channels

http://mystarbucksidea.force.com/ideaHome

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New customer channels

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Listen

http://amplicate.com/search?q=ryanair

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Listen

http://amplicate.com/search?q=jetblue&x=0&y=0

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Listen

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Listen

http://www.adobe.com/aboutadobe/pressroom/pressreleases/201103/030911AdobeOmnitureSocialAnalytics.html

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Listen

http://www-03.ibm.com/press/us/en/pressrelease/34087.wss

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Empower & Engage

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Thank You!Contact information:

Tom RafteryLead Analyst, Energy & Sustainability, RedMonk

Tom@redmonk.com, GreenMonk.net,

Twitter.com/tomraftery+34 677 695 468

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Thursday 14 April 2011