Change as a Constant - Chelan PUD · 2018-10-16 · Change as a Constant A Case for Delighting Your...
Transcript of Change as a Constant - Chelan PUD · 2018-10-16 · Change as a Constant A Case for Delighting Your...
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Change as a ConstantA Case for Delighting Your Customers
Grant County Public Utility District
Public Utility District NO. 1 of Chelan County
Wayne Greenberg
CEO, E Source
April 13, 2018
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E Source Public Power Members (sample)
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Areas of Research Expertise
Distributed
Resources
Confidential & Proprietary
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5th Avenue, Easter, 1900
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5th Avenue, Easter, 1900
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In 1985, in response to Motorola’s release of the first cellular telephone,
AT&T hired McKinsey to do a market forecast for 2000
McKinsey Estimate for U.S. for 2000: 900,000
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In 1985, in response to Motorola’s release of the first cellular telephone,
AT&T hired McKinsey to do a market forecast for 2000
Actual Number of U.S. Mobile Phones in 2000: 109,000,000
McKinsey Estimate for U.S. for 2000: 900,000
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McKinsey Estimate for U.S. for 2000: 900,000
Actual Number of U.S. Mobile Phones in 2000: 109,000,000
In 1985, in response to Motorola’s release of the first cellular telephone,
AT&T hired McKinsey to do a market forecast for 2000
By 2011 – Global Number Mobile Phones: 5,000,000,000
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"We won’t experience 100 years
of progress in the 21st century
— it will be more like 20,000
years of progress.”
- Inventor Ray Kurzweil
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The Utility-Controlled-Experience Paradigm
Power delivery
Energy-use advice
Efficiency upgrades
Billing and payment
Outages and emergencies
Service requests
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The Voice-of-the-Customer-Focused Paradigm
Power delivery
Energy-use advice
Efficiency upgrades
Billing and payment
Outages and emergencies
Service requests
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What Design Thinking Gets You
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Perspective of the customer’s viewpoint
Cross-functional design process
“Edge” discoveries of problems
Speed to solutions
Challenging the existing solutionhttp://99percentinvisible.org/article/least-resistance-desire-paths-can-lead-better-design/
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The Opportunity:
Developing Trust
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The Challenge:
Perceived Lack
of Transparency
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Public Power Versus IOU: Trust
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39
35
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0 10 20 30 40 50
Is safety-focused
Is quality-focused
Has a positive image
Is trustworthy
Is environmentally-focused
Is community-focused
Is customer-focused
Top-2 box (%)
Utilit
y a
ttrib
ute
Muni or co-op Investor-owned
Base: Municipal or cooperative residential customers (n = 2,571); Investor-owned utility residential
customers (n = 15,225). Question A10: How much do you personally agree or disagree with the following
statements about your electricity provider for your primary residence.
© E Source; data from the 2017
Energy Behavior Track Survey
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The Opportunity:
Playing Up Local
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The Challenge:
Utility as a
Faceless
Monolith
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28
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28
0 10 20 30 40 50
Is safety-focused
Is quality-focused
Has a positive image
Is trustworthy
Is environmentally-focused
Is community-focused
Is customer-focused
Top-2 box (%)
Utilit
y a
ttrib
ute
Muni or co-op Investor-owned
Local Power Scores Better on Brand
Base: Municipal or cooperative residential customers (n = 2,571); Investor-owned utility
residential customers (n = 15,225). Question A10: How much do you personally agree or
disagree with the following statements about your electricity provider for your primary residence.
© E Source; data from the 2017
Energy Behavior Track Survey
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Local Power Is a Revenue Opportunity
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25
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0 10 20 30 40 50
Wiring-protection insurance
Home battery storage systems for backup power
Locally sourced green energy
Energy-efficient products
Rooftop solar panels
Home energy management systems
Backup generators
Home weatherization services
Percentage of respondents
Pro
du
cts
or
se
rvic
es
Overall purchase consideration Purchase consideration among those familiar
© E Source (Residential Utility Customer Survey 2017)Base: All respondents (n = 1,026). Question S6_1: How familiar are you with each of the following energy-related
products and services? Base: Those who are somewhat/very familiar with each (n = varies). S6_2: Which stage in
the purchase process are you for each of the following energy-related products and services?
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The Opportunity:
Trusted Advisor
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The Challenge:
Additional
Products &
Services
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Future Product Opportunities
55%
61%
55
22
61
25
5750
41 40
0
20
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Standard homeproducts
Connected homeproducts
Green energyproducts
Insurance products
Pe
rce
nta
ge
of re
sp
on
de
nts
Offering
Current adoption Purchase consideration
Base: All respondents (n = 1,026). Question S6_1: How familiar are you with each of the following energy-related
products and services? Base: Those who are somewhat/very familiar with standard home products (n = 965),
connected home products (n = 855), green energy products (n = 958), and insurance products (n = 737). S6_2:
Which stage in the purchase process are you for each of the following energy-related products and services?
© E Source (Residential Utility
Customer Survey 2017)
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Smart Meter Rollout: What’s Different from the Customer Perspective?
Courtesy: http://electronics.stackexchange.com/questions/169876/how-do-residential-analog-and-smart-meters-measure-power
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Something Simple … Yet Powerful
Yello Sparzähler online
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Invented 3500 BCE
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Invented ~1897
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Most People Are Too Close to a Problem to See It as a Problem - 1972
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Innovation Doesn’t Come Easily to Many Industries and Products
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A Couple of Notes
on C&I Customers
Confidential & Proprietary
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Summary
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Trust
The Trust-Reinforcement Cycle
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Which Retailer Gets the Highest Experience Ranking? (Temkin 2017)
• Whole Foods
• Farmer’s Insurance
• Sam’s Club
• Lexus
• Lowe’s
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One Size Doesn’t Fit All
I need help
managing my bills
Can I buy green
power from you?How can I save
money?
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What I Hope You Consider
Trust isn’t naturally given to utilities; they must earn it.
A successful launch of a product or service requires trust in
the marketplace.
Listen to your customers to foster trust and create products
meant just for them.
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Voice & AI - Alexa
Source:
Amazon
Play smooth jazz with
lighting ambiance.
Turn the
temperature up!
Your appointment
is in 15 minutes.
Turn my living
room lights on.
Turn off the TV.
Order a
Dominos pizza.
Please lock the
doors?
I’m going to bed
now.
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Let’s remember the question that started it all…
How might we do a better job of delighting our customers?
Our internal wisdom, combined with a detailed pulse on the consumer will give
us the answers…and today is the first step in that journey!
E SOURCE E DESIGN 2020 RESEARCH GOALS FOR TODAY
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Thank You! Questions?
Wayne GreenbergCEO, E Source
303-345-9176