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EEI/AGA Customer Service Executive Summit

EEI/AGA Customer Service Executive Summit. Chuck Darville Vice-President Marketing Services April 16, 2013. Customer – Center of all we do. Healthy Capital Spending. Constructive Regulation . CUSTOMERS. High Reliability Low Prices High Customer Satisfaction.

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EEI/AGA Customer Service Executive Summit

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  1. EEI/AGA Customer Service Executive Summit Chuck Darville Vice-President Marketing Services April 16, 2013

  2. Customer – Center of all we do Healthy Capital Spending Constructive Regulation CUSTOMERS High Reliability Low Prices High Customer Satisfaction

  3. Customer Satisfaction – Performance Southern Company has ranked in the upper quartile in all customer segments eight times over the last 10 years. Southern Company Rankings among 16 Peers By contrast, no peer has ranked in the upper quartile in all segments more than four times and only four peers have been able to accomplish this feat at all. 16 Peers Rankings

  4. But …. Do we Really Know our Customers?

  5. Many SoCo employees are NOT the typical customer 0 - $19.9k $ 20k – $39.9k $ 40k – $74.9k $ 75k + • 48% have a household income of <$40,000 • 18% are unbanked • 30-35% walk into 260 local offices HOUSEHOLD INCOME

  6. Our customer demographics are changing • No clear majority by 2050 • More heterogeneous ethnicity in the future • Hispanic/Latino fastest growing ethnic group

  7. Is Satisfaction Enough?

  8. Do Your Customers Willingly Tattoo Themselves with Your Corporate Logo? Source: Gartner Source: Gartner

  9. Commodity vs. Value Offer/Experience THE EXPERIENCE ECONOMY COMMODITY 1¢ to 2¢ a cup GOODS 5¢ to 25¢ a cup EXPERIENCE $2 to $5 a cup Source: Gartner

  10. Southern CompanyCustomer Value • For all customer classes – cost and reliability are most important drivers of satisfaction • Are these representative of a commodity or a value offer/experience? We serve 4.5 million customers Traditionally, a meter/premise is synonymous with a customer In the future do we redefine the customer?

  11. Current Customer Experiences • Accessing accounts requires different information depending on how the customer contacts the operating company • Currently, the customer can not get outage information on the web • Currently, the customer can only inquire about high bills through the customer contact center and local office

  12. Ways to Think About the Customer COMPANY LENS CUSTOMER LENS Energy Consumer Products • Open to non-traditional providers • Expectations affected by other customer experiences • No distinction between regulated and non-regulated businesses • Desire in flexibility for customer interaction Telecommunications Media & Entertainment Make Move Sell electricity in a highly regulated market Healthcare Security

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