Performance WaterMark: How does your utility compare?

The Tide Is Turning: A Digital Revolution in Water

Recent Lessons in Crisis Communications

Lessons Learned from 100 Water Suppliers

The Utility Built for a Millennial

Customer Engagement and CAPs: Strategies for Water Affordability

Accounting for Utility Software Services

Reducing bill shock through design and testing

Bill shock. We’ve all experienced it. You receive a bill and let out a curse when you see that the amount due is WAY higher than expected. Research has found that “a high bill is something that 40% of customers reported experiencing during the past 12 months and a full 72% of those customers admitted was a source of anxiety”. Through user testing and research, WaterSmart has found 3 essential approaches to decrease anxiety and increase customer satisfaction:
  1. Present the right information at the right time
  2. Allow customers opportunities to explore
  3. Empower users with a strong foundation of data. 
Balancing information overload for Goldilocks 
In a 2015 studyOPower found that “between 30 and 50 percent of calls are about billing.” WaterSmart strives to decrease the volume of bill related calls with the introduction of our first-of-its-kind Bill Explainer solution. The interactive wizard proactively encourages customers to
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Watershed Moments: A framework for maximizing utility-customer interactions

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How much time do customers spend thinking about their water utility? According to consulting company Accenture’s consumer survey, if they are anything like the average customer, it’s around 8 minutes a year.

Most people just don’t spend that much time thinking about their water. How, then, can water utilities break through with a message that their customers will receive? By taking a page out of the marketer’s playbook and focusing on the customer journey, water utilities can maximize their interactions with their customers.

[bctt tweet=”Watershed Moments are key moments in the utility-customer relationship” username=”getwatersmart”]

Years ago, smart marketers had the insight that marketing had become too disruptive to consumers. Consumers were being bombarded with message after message without regard to who they were or what stage of the buyer’s journey they were in. As a result, consumers tuned out these messages and the marketing was not impactful. Smart marketers … see more

Noticing Water Leaks

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Water leaks happen. In fact, they happen a lot. Data that WaterSmart has collected from over 4 million households indicates that as many as 50% of households will experience some type of water leak within a given year. And more than 10% of households have leaks that waste at least 90 gallons per day. In addition to the frequency that leaks occur, they can be quite expensive. The U.S. insurance industry pays out about $2.5 billion each year in homeowner insurance claims due to water damage from leaks. That’s nearly $7,000 per household which is the number two home insurance claim annually.

[bctt tweet=”More than 10% of households have leaks that waste at least 90 gallons per day!” username=”getwatersmart”]

Water damage happens for a variety of reasons and some of these causes are unavoidable. Catastrophic weather events that lead to floods or broken pipes and leaky roofs

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