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J.D. Power to keynote Chartwell Summit on Fostering Relationships with Mid-Size Business Customers, May 11-12 in Phoenix
J.D. Power to keynote Chartwell Summit on Fostering Relationships with Mid-Size Business Customers, May 11-12 in Phoenix
ATLANTA – Some of the most influential names and companies in the utility industry will highlight this year’s Chartwell Best Practices Summit on Fostering Relationships with Mid-Size Businesses, May 11-12 in Phoenix, Ariz.
Chartwell Summits are designed to bring together thought-leaders in specific areas of utility management – in this case, Business Account Management, including customer service, marketing and communications – to share their expertise and experiences in an interactive environment that strips away barriers between “speaker” and “attendee” and allows participants to discover solutions, actionable approaches and inspiration. Through interactive panels, teaching presentations, small group discussions, and intimate networking opportunities, participants will be totally immersed in the nuts and bolts of the issues that face them and a very targeted group of their peers in similar positions at other utilities. Summits are limited in size and scope to allow for a learning experience like no other.
This year’s keynote speakers will be Jeff Conklin, Senior Director of the Utility & Telecommunications Practice at J.D. Power & Associates; and Wendy Nelson, Marketing Manager with E O.N U.S. Conklin will present results from J.D. Power’s Business Customer Satisfaction Survey, including methodologies, using panels and ensuring valid results. Nelson, who has more than 23 years experience in the utility industry supporting, managing and developing business plans and systems, will discuss the drivers of customer satisfaction, keeping market research dynamic, turning market research into actionable information, and understanding operational goals and constraints.
Among the utilities that will share best practices case studies are:
- Salt River Project – With a mid-size business customer satisfaction rating of 111, SRP has been among the best of the best on the J.D. Power business survey.
- Portland General Electric - Will address not only the rationale behind, but also the pros, cons, strengths, weaknesses, and results of their particular account management strategy.
- Pacific Gas & Electric – Increased five points in its J.D. Power score between 2004 and 2005. Participants will hear from Don Hall, who manages the corporate accounts and mid-market delivery channels.
- MidAmerican Energy – Uses business call center reps to walk customers through a process that identifies areas for energy efficiency improvement, provides benchmarking information, helps establish goals, and outlines a process for achieving those goals. Participation in these programs builds relationships and improves satisfaction levels.
- We Energies – Launched Business Account Online (BAO), a secure Web-based tool to make it easier for business customers to manage their energy use and costs and may even reduce the utility’s customer service costs. The challenge now is to continually add the tools and resources that will make customers’ Web-based interactions with We Energies both valued and convenient.
- Many others.
The Chartwell Best Practices Summit on Fostering Relationships with Mid-Size Businesses will address topics such as:
- Determining drivers of mid-size business customer satisfaction and best practices in improving satisfaction;
- Call centers and the pros and cons of various account management strategies;
- Marketing and communication;
- Developing future strategies for serving mid-size businesses;
- Using the Internet/email to communicate with business customers;
- Addressing the issue of rising energy prices and providing energy efficiency programs;
- And more.
Business service center managers and directors, marketing executives, call center leaders and others will not want to miss The Chartwell Best Practices Summit on Fostering Relationships with Mid-Size Businesses presented by Atlanta-based Chartwell Inc. – the leading publisher of utility best practices case studies, reports and analysis.
For more information or to register, go to www.chartwellinc.com/midsize.cfm or call Kisha Gresham at (404) 237-9099. Limited sponsorship opportunities are available for industry vendors. Please contact Bill Grist, (404) 237-9099 or bgrist@chartwellinc.com for more information.
