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For the last decade, utilities have been shifting their business model to better engage and serve their customers. Utilities are increasingly promoting energy efficiency, demand response, electric vehicles, and other new programs to foster a deep connection with their customers. Despite these efforts, utilities still have a long way to go, and the COVID-19 pandemic has only solidified how important engagement and relationship building truly is. As people are forced to spend more time at home, their electric bills are going up, and the imperative is on utilities to help customers understand the value and find ways to make energy more affordable.

To discuss what steps utilities can take to better engage with their customers, Zpryme interviewed Ashley Nicholls, the CEO and Founder of Doer/Maker. Doer/Maker is a marketing agency specializing in utility communication and customer engagement. Ashley discusses how COVID-19 has impacted utility engagement and how utilities can position themselves as champions for their customers in the economic recovery.