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Stephanie Crockett in PowerGrid International

Senior Vice President and Managing Director Stephanie Crockett was featured in the April issue of PowerGrid International magazine. In “The Inside Story: Effective Customer Engagement Begins by Knowing the Score,” Crockett shares insights gained from the agency’s work with FirstEnergy where EMA created a campaign to increase customer adoption for electric billing.

Exploring the high-maintenance relationship between utility companies and their customers, the article reviews how utilities must strike a balance across generations, engaging millennials through modern tools such as social media while not overlooking long-term customers like parents who are content with an occasional phone call.

In the article, Crockett states that utilities must change how they view clients: “I think the segmentation is really critical, so that the utility doesn’t look at customers as all the same animal. You have to think like a retailer.”

PowerGrid International is an industry-leading publication for the electric industry that provides information about the latest automation and control technologies used in electric power transmission and distribution.

Read the full article here: http://bit.ly/SCrockettPowerGrid

About Mower

Mower is a digitally-integrated independent marketing, advertising and public relations agency. With professionals in New York, Boston, Atlanta, Charlotte, Cincinnati, Buffalo, Rochester, Albany, and Syracuse, Mower delivers strategic insights, digital solutions, smart creative, and award-winning results to clients. Part of two global agency networks — thenetworkone and IPREX — as well as the 4A’s.