Effective Customer Engagement During an Economic Crisis
A Guide for Utilities
Data-driven insights for reaching out to customers effectively when times are tough.
Preparing for a crisis is an enormous challenge, even when you put decisive action plans into place early on. But in a prolonged crisis, such as the coronavirus outbreak, events unfold and change quickly over the course of days, weeks and months, and businesses face threats on many fronts. Revenues plummet. Employees suffer. Customers struggle. Services are limited. More and more customer balances go unpaid.
You need to act – fast. You need results – fast. But figuring out where to begin can be overwhelming.
We’ve got you.
What can utility companies do to prepare for and manage ongoing crises – right now?
We’ve put together this resource guide covering all the work we’ve done through the COVID-19 crisis showing how utilities can–and should–engage customers in a way that will help them survive this volatile situation.
From understanding economic risk factors to determining which customers are newly vulnerable, we invite you to explore the materials below. We think you’ll find them useful–not just during the current crisis, but as you prepare for potential future crises, as well.