Satisfying customers with innovative services is key to success

Journal Article · Tue Apr 01 04:00:00 EST 1997 · Electric Light and Power

OSTI ID:468406

Hansen, T ^[1]

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1. ed.

For the past couple of years, electric utilities have been hearing that they should be exploring new ways to bring added value to their customers through innovative service offerings. Most utility experts believe the key to success in a competitive market is to take customers` focuses off electricity and put them on value and convenience. These experts say utilities must find ways to differentiate their product (electricity) from their competitor`s product. They must also carefully study their customers` needs and wants, and keep their options as flexible and broad-based as possible. Utilities seem to be taking this message to heart. All across the country, both large and small utilities are beginning to offer new, innovative services to their customers. Although the industry has yet to encounter true competition, many electric utilities are quickly preparing, hoping to overcome the hurdles that tripped-up the telephone and natural gas companies when they entered the deregulated marketplace.

• OSTI ID: 468406
• Journal Information: Electric Light and Power, Journal Name: Electric Light and Power Journal Issue: 4 Vol. 75; ISSN 0013-4120; ISSN ELLPAJ
• Country of Publication: United States
• Language: English

Related Subjects

29 ENERGY PLANNING, POLICY, AND ECONOMY
BUSINESS
COMPETITION
ELECTRIC POWER INDUSTRY
ELECTRIC UTILITIES
GOODS AND SERVICES