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The most successful utilities in the industry have pursued engagement strategies that are comprehensive and rooted in having an active conversation with key constituents on an ongoing basis. The same tools and tactics that are applied to maintain effective lines of communication with customers on a day-to-day basis become the foundation on which crises can be managed when they unexpectedly manifest themselves. We caught up with executives from J.D. Power, Consumer Energy and the American Gas Association to discuss the challenges that utility companies are facing when weather-related disruptions occur and how to best communicate with customers. |
