
Customers Change Over Time – And So Should Your Segmentation Models.
2020 doesn’t seem that long ago, but a lot has changed since then. The pandemic, which hit the US in March 2020, brought about a lot of societal shifts that …
Posted on by Tricia Boomhower
2020 doesn’t seem that long ago, but a lot has changed since then. The pandemic, which hit the US in March 2020, brought about a lot of societal shifts that …
Posted on by Tricia Boomhower
Our partner, a utility company serving roughly 500k customers across multiple states, faces many of the same challenges as others when it comes to their customers. Externally, their customers deal …
Posted on by Tricia Boomhower
When it comes to data privacy, customers typically share three main concerns. Firstly, they want their data to be protected and not leaked to unauthorized parties. Secondly, they want companies …
Posted on by Tricia Boomhower
Collections payment data is particularly complex. Not only are there multiple steps, but there are multiple ways at each step for a customer to pay along the process. For example, …
Posted on by Tricia Boomhower
Different organizations are at different stages in their data maturity journeys. Many organizations, especially those in highly regulated industries – such as utilities, banking, and health care providers – sit …
Posted on by Tricia Boomhower
Rappahannock Electric Cooperative (REC) is not un-similar to other cooperatives throughout the country. As a member-owned utility, governed by an elected board of directors, resources can be highly restrictive. When …
Posted on by Tricia Boomhower
Purchasing a battery electric vehicle (BEV) is a large commitment. The buy-in isn’t just mileage, how large the engine is, or what color the interior is. No, going electric involves …
Posted on by Tricia Boomhower
Measuring CSAT is difficult. For decades businesses have quantified phone surveys, online reviews, and snail-mail questionnaires that ask the same, similar question: “how would you rate your experience?” Surveys like …
Posted on by Tricia Boomhower
For utilities, CSAT scores can equate to profits. In a study conducted by Fettig/Whirlpool Fellow at Kelley, they found that for the average utility, a one-unit point increase on the …
Posted on by Tricia Boomhower
Collection departments historically experience an ebb and flow throughout the year. Pre-pandemic, these departments could prepare for oncoming seasonal spikes – and typically that meant hiring third-party agencies to manage …