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市場調查報告書
美國的公共事業客戶參與標竿:社群媒體&行動應用程式US Utility Customer Engagement Benchmark: Social Media & Mobile Apps |
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出版商 | Northeast Group, LLC | 商品編碼 | 298908 | ||||
出版日期 | 內容資訊 | 英文 77 Pages 商品交期: 最快1-2個工作天內 |
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美國的公共事業客戶參與標竿:社群媒體&行動應用程式 US Utility Customer Engagement Benchmark: Social Media & Mobile Apps | ||
出版日期: 2014年04月07日 | 內容資訊: 英文 77 Pages |
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智慧型電網投資、社群媒體及行動應用程式提供公共事業客戶參與改善的新工具。同時、同客戶增加能源費用削減機會一樣、能期待更快速、更有效率的服務。很多公共事業企業成功使用社群媒體改善參與。目前的行動應用程式服務雖然仍在發展途中、但提供公共事業最大的可能性。
本報告書內容是針對美國的公共事業企業的客戶參與進行調查、社群媒體和行動應用程式在客戶參與所扮演的角色、使用社群媒體、行動應用程式成功的公共事業企業、、以及促進客戶參與的遊戲化及其他社群媒體服務的使用方法等分析、概述如下。
The combination of smart grid investments, social media and mobile apps have given utilities a host of new tools to improve their customer engagement. At the same time, customers now expect faster, more efficient service, as well as increased opportunities to reduce their energy bills. Most utilities are already successfully using social media to improve engagement-utilities now regularly tweet outage alerts, energy savings tips, and customer responses to thousands of followers. Mobile app services are currently less developed, but will offer greater potential for utilities.
Highest and lowest % of engaged customers on Twitter
and Facebook amon leading US utilities
Source: Northeast Group
Several third-party mobile apps already let customers remotely manage thermostats and other home appliances and compare electricity consumption across time periods and with friends and neighbors.
Utility customer response statics on Twitter
Source: Northeast Group
As utilities begin to take advantage of the data available from smart meter investments, they can offer customers personalized services through mobile devices that clearly show the benefits of smart grid. Some utilities have done a poor job of showing the benefits from smart grid in a way that customers can understand. Customers with smart meters expect to save energy (and money), but have few other clear expectations. Social media and especially mobile apps can serve as a key delivery mechanism. The results of Northeast Group's benchmark of the 50 largest US utilities show that they understand this challenge, but that these services are still relatively new, and have widely varying quality. Utilities can learn from the industry leaders--as well as third-party vendors with more advanced apps--to ensure that social media, mobile apps, and smart grid bring not just greater opportunities for utilities, but greater benefits for customers.
Overall utility social media and mobile apps scoring
Source: Northeast Group