Rethinking Ratepayers: A Utility’s Guide to a New Era of Customer Communication Guide

As electricity demand surges, utilities are under unprecedented pressure to expand capacity, modernize infrastructure, and manage rising costs. 

Utilities have a powerful resource to help meet these challenges—one that’s often overlooked: their customers. But tools like time of use (TOU) rates, demand response, energy efficiency, and other programs only benefit customers and the grid if your customers know about them.

This playbook explains why customer-centered communication strategies are becoming critical and how these tools can support a more resilient, affordable grid. You’ll learn:

• How to overcome barriers to customer engagement and equip them with tools that support both their needs and the grid.
• How to build a data foundation that improves customer interactions.
• How to turn customer data into practical action.