Suddenly your ratepayer is a customer...
Do you know which customers you want to keep — and why?
Do you know how to proactively manage customer loyalty, instead of scrambling to react to the "scorecard" of customer satisfaction?
Does your company have the management and communications processes required to focus the organization on meeting customers' needs and expectations?
Do your employees have a passion for taking care of the customer?
We can help find the answers
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Marketing |
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Ronald Doades & Company's marketing services are designed to help you develop the organization, management processes and talent to effectively compete in the competitive energy business. We bring a unique winning combination of assets to this challenge:
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Customer Service and Retention |
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| Our customer service and retention services will help your company protect and expand its desired customer base in the face of new or ongoing competitive challenges. We can help you gain control of the customer loyalty management process to enhance the profitability of your company. We do this by helping to develop and implement the vital operational measures and processes for continually exceeding your customers' expectations and for mathematically linking those measures to external customer satisfaction and loyalty measures. We can also help you increase your ability to meet customer service objectives by improving the performance of first-line supervisors in call center and field operations. |
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Branding and Identity |
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| Leading competitive world companies have taught us that it is virtually impossible to develop a strong customer focus without a strong brand image and identity. For utility companies that have had little experience in competitively based branding and who are now challenged to quickly develop effective branding and identity strategies, the stakes are astronomically high. According to some industry experts, utility companies around the country have spent over $100 million in the last three years on name changes and branding strategies that have been withdrawn. Our highly experienced and knowledgeable team can help your company objectively assess the efficacy of your branding and identity practices and programs. And we can help you establish a strategy, criteria and plan for engaging outside branding consultants, should that be the best course of action for your company. |
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Customer Segmentation |
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| The traditional utility way of thinking about customers in residential, commercial and industrial terms must be replaced by segment definitions that facilitate the ability to reach and retain the company's most valuable customers. We will help you organize your present and prospective customers into groups that fit the logic of customer requirements and the realities of your company's delivery and service capabilities. We will also assist in conducting the market/segmentation research, in developing the segmentation logic and in rolling out the segmentation process. |
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Market Intelligence Management |
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| Utilities are finding that the ability to manage and make strategic use of market intelligence information—both competitive intelligence and market research— is lagging behind the electronic technology to capture and process the information. We can help your company better integrate competitive intelligence and market research activities to ensure that they effectively reinforce each other and combine to provide a vital strategic decision-making resource. And we can help you plan, organize and manage primary market research efforts with local market research firms. |
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External Communications |
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| The pressure to downsize corporate communications staffs has left many companies without the resources needed to meet the increasingly complex challenge of communications to their many constituencies. In situations where the corporate communications department is not directly involved in corporate strategic business planning, the corporate communications staff generally handles media communications in a highly reactive manner. We can help you reposition corporate communications to be a vital and respected member of your company's strategic planning team and to be proactive in addressing external communications issues. |