ATLANTA, May 10, 2005 (PRIMEZONE) -- What are the best communication strategies for reaching mid-size business customers? How can utilities improve their customer satisfaction scores among this group? Is it possible to find out what your mid-size business customers want from you? These questions and others will be addressed at The Chartwell Best Practices Summit on Fostering Relationships with Mid-Size Businesses, June 22-23 in Atlanta.
The Chartwell Summit is a unique forum for utility Business Service Center leaders and executives to exchange ideas about fostering relationships with mid-size commercial customers. The Summit will bring together utility marketing and customer service thought-leaders to share expertise and experience that will help your utility optimize its relationship-building efforts.
Some of the most influential names and companies in the energy delivery business will highlight the Summit. The keynote speaker will be Alan Destribats, Executive Director, Utility & Telecommunications Practices, J.D. Power & Associates. Destribats will present results from J.D. Power's surveys and discuss industry-wide customer satisfaction issues and trends.
Among the utilities that will share best practices case studies include:
-- Salt River Project - With a mid-size business customer
satisfaction rating of 111, SRP has been among the best
of the best on the J.D. Power mid-size business survey.
-- Pacific Gas & Electric - PG&E increased five points in
its J.D. Power score between 2004 and 2005. The utility
is piloting a call center-based Business Account Manager
program.
-- LGE Energy - Subsidiaries Louisville Gas & Electric and
Kentucky Utilities have conducted in-depth best practices
research into utility business service centers.
-- Many others.
The Chartwell Best Practices Summit on Fostering Relationships with Mid-Size Businesses will address topics such as:
-- Proactive account management;
-- Setting up a Business Service Center;
-- Training and motivating CSRs;
-- Online services and Internet strategies;
-- Billing and payment issues; and
-- Best practices in improving customer satisfaction and
J.D. Power scores.
Business service center managers and directors, marketing executives, call center leaders and others will not want to miss The Chartwell Best Practices Summit on Fostering Relationships with Mid-Size Businesses presented by Atlanta-based Chartwell Inc. -- the leading publisher of utility best practices case studies, reports and analysis.
For registration information, contact Kisha Gresham at kgresham@chartwellinc.com or (404) 237-9099. Vendors interested in sponsoring should contact Bill Grist at (404) 237-9099 or bgrist@chartwellinc.com.