3 Our Success Is Not Resonating With Customers 722 667 659 651 644 636 633 630 628 625 622 618 610 592 518 Southern Maryland Electric CoOp Duquesne Light PPL Corporation Central Hudson Gas & Electric Exelon PSEG Gaz Metro UIL Holdings Corporation Iberdrola USA Pepco Holdings Con Edison East Parent Segment National Grid Northeast Utilities FirstEnergy AEP Emera Long Island Power Authority 450500550600650700750 Karen, I want the most recent JDPower slide here - just released. - Jessica should have 540560580600620640660720700680
4 Finding Our Voice with Our Customers through: Our Brand Our Digital Channels Our Employees
5 We are One Company? We are one company focused on delivering reliable energy and superior customer service
6 Each brand has their own customer promise. Smart energy solutions for better living Work hard to bring the best possible service We’re all connected. Together we have the energy to make a difference.
7 We serve a dense, compressed area. Three states Four media markets Six brands The result: Customer confusion
8 Our Customers want: 93% believe it is important for a utility company to be focused on: – delivering reliable energy – superior customer service
9 We will launch a New Brand, supported by: Employees engaged and committed Excellent customer service and reliability One Brand.
10 Finding Our Voice with Our Customers through: Our Brand Our Digital Channels Our Employees
11 The Web is Our Primary Customer Touch Point and hosts ~11 Million Customer Interactions a Year. Northeast Utilities Customer Interactions 11 17% of our customers; web transactions are through a mobile device.
12 The Web Customer Experience can directly Impact 54% of Customer Satisfaction areas. JD Power Residential Component Weights 6% Customer Service 6% Customer Service Timeliness of resolving your problem, question, or request Courtesy of representative Promptness in speaking to a person Appearance of the website Clarity of information provided Ease of navigating Helpfulness of email representative Representative’s concern of your needs Knowledge of the representative Ease of understanding the phone menu instructions Timeliness of resolving your problem, question or request 27%Power Quality and Reliability 22% Supply electricity during very hot or very cold temperatures 18% Promptly restore power after an outage 17% Provide quality electric power in terms of being free from spikes, drops or surges 17% Avoid brief interruptions of 5 minutes or less 13% Avoid lengthy outages of more than 5 minutes 12%Keep you informed about an outage 12
13 Our new web design Our new web design will promote our brand promise and provide easy navigation to the highest customer intentions.
14 Our new web design Our new web design will promote our brand promise and provide easy navigation to the highest customer intentions.
15 201420152016 Q1Q2Q3Q4Q1Q2Q3Q4Q1Q2Q3Q4 Mobile Ap The first project in our Digital Strategy will be implemented with our new brand promise through the Web Redesign. eNewsletters Virtual Voice Chat Virtual Customer Panel SMS (Text) One Company Web Customer Experience Web Redesign EE Customer Engagement Platform
16 Finding Our Voice with Our Customers through: Our Brand Our Digital Channels Our Employees
17 Our Employees Bring Life to Our Brand Employee Engagement Initiatives Leadership development Image project
18 Transforming the Culture: Employee Engagement & Leadership Alignment Customer Service Screening tool On-boarding & training materials for new hires SuperVISION training program Leadership Training Program on engaging employees Customer Service Training for all employees Customer Excellence Awards Engaged Workplace
19 The Image Project Targets Our Field Work Practice Customers hear from us first We take personal accountability for the work we do When something goes wrong we make it right We have 2.5 million field contacts annually
20 Image Project Already Seeing Results …their dedication, professionalism, and skill were top notch. …were generous with explanations of how it would all unfold. A stone wall was disturbed …I never noticed, but they were forthcoming about it. Impressive!
21 We Will Listen To The Voice Of The Customer (VOC) “Voice of the Customer” team Track customer performance Area Work Centers receive – KPI – Defects – Customer Input
22 Finding our Voice with our Customers Penni McLean-Conner Marketing Executive Conference September 28, 2014