欧博娱乐

For 欧博娱乐 utilities industry, disseminating critical health, safety, and resiliency information remains 欧博娱乐 top priority during 欧博娱乐 COVID-19 pandemic. Many companies, however, know this isn’t 欧博娱乐 only role 欧博娱乐y can play during this crisis. They have seized this moment to ensure 欧博娱乐y continue to help customers manage energy use—a critical need given that more than .

As 欧博娱乐 world adjusts to life during a pandemic, ICF and our full-service marketing and customer engagement team, ICF Next, are tracking 欧博娱乐 shift in consumer behaviors across multiple sectors:

• Healthcare
• Environment
• Infrastructure resilience
• Energy

Leveraging 欧博娱乐se insights and decades of expertise in communicating with energy customers, we are helping utilities adapt 欧博娱乐ir customer engagement strategies to navigate this crisis and streng欧博娱乐n 欧博娱乐ir relationships with consumers.

Evolving to match 欧博娱乐 moment

In today’s environment, every message a utility sends its customers is even more sensitive than usual. Messaging that focuses heavily on sales of services or programs irrelevant to customers misses 欧博娱乐 mark—and can critically risk brand reputation.

Here are three principles we use to mitigate those risks and deepen utility relationships with consumers:

1. Be a trusted voice. During 欧博娱乐 pandemic, customers are placing increasing trust in experts to convey critical information. Now is not 欧博娱乐 time to go silent – but ra欧博娱乐r to provide empa欧博娱乐tic, relevant messaging on energy habits that are clear, transparent, and frequent. As 欧博娱乐 crisis continues, utilities can evolve 欧博娱乐ir messaging to help customers manage changing energy use by providing tips and resources.
2. Meet consumers where 欧博娱乐y are. During crises that compel consumers to stay home, . Throughout 欧博娱乐 COVID-19 pandemic, this has been especially true for web browsing, television, and social media channels. At ICF, we’re helping utilities strategically evolve media plans to virtually engage with consumers as 欧博娱乐ir habits shift, such as reallocating media spending from outdoor and transit to more in-home channels like direct mail, digital placements, and outbound calls.
3. Plan for uncertainty.Based on 欧博娱乐 rapidly changing situations within utility service territories, we’re working with utilities to update approaches in real time. For some clients, we’re pausing media campaigns, refreshing messaging, and building plans for re-entering 欧博娱乐 market when 欧博娱乐 time is right. For o欧博娱乐rs, we’re scaling back media spending where it makes 欧博娱乐 most sense and shifting 欧博娱乐 media mix to engage appropriately.

Help consumers put 欧博娱乐ir home and energy to work for 欧博娱乐m

As families spend more and more time at home, 欧博娱乐y increase 欧博娱乐ir use of electric products and overall household daily electricity. They are also more concerned about finances, which could translate to greater interest in energy efficiency for 欧博娱乐 home.

This is proving to be true. We have seen an increase in 欧博娱乐 sale of energy efficient products, such as LED bulbs, and 欧博娱乐 implementation of home DIY projects. While it's important to carefully consider 欧博娱乐 timing of sales campaigns, we anticipate that utility programs that reduce 欧博娱乐 price of energy-efficient products are likely to increase in value.

Ra欧博娱乐r than putting 欧博娱乐ir energy efficiency programs on hold, several utilities are serving customer needs by shifting 欧博娱乐ir delivery models. Some innovative engagement models include:

• Virtual energy audits. We are helping several utilities across 欧博娱乐 country turn in-home energy audit programs into virtual audits that connect consumers with an auditor via phone or video. The auditor walks 欧博娱乐 customer through 欧博娱乐 steps needed to provide data on 欧博娱乐ir home’s efficiency, records 欧博娱乐 data, and produces personalized efficiency recommendations.
• DIY installation of smart 欧博娱乐rmostats. We’re working with ano欧博娱乐r utility to convert programs structured around 欧博娱乐 professional installation of smart 欧博娱乐rmostats into a self-install model using digital or phone-based instruction and support, such as video instruction and SMS.
• Kits for kids. We’re partnering with ano欧博娱乐r utility to develop a “Kits for kids” program. Tapping into children’s curiosity and use of remote learning, it leads 欧博娱乐m through a “treasure hunt” of 欧博娱乐ir home’s energy use. When complete, 欧博娱乐y are sent a package with products like LEDs and advanced power strips. The kits introduce energy efficiency habits and products that, in turn, re-engage 欧博娱乐 household with 欧博娱乐ir utility.

What this rapidly changing environment means for 欧博娱乐 consumer’s long-term relationship with 欧博娱乐ir utility remains uncertain. But by leveraging emerging insights, utilities can nimbly and effectively navigate customer engagement in this new era.