the new power of the [utility] customer's voice
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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
• +34 677 695 468
• SlideShare.net/TomRaftery
Thursday 14 April 2011
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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
[email protected], GreenMonk.net,
Twitter.com/tomraftery+34 677 695 468
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Thursday 14 April 2011