Customer Satisfaction: Fixing Small Problems
Before They Become Big Ones
Denial, the old saying goes, ain’t just a river in Egypt.
That rattling sound you hear when you drive your car? Ignore it — maybe it will go away. That pain in your back? Probably caused by sleeping in an awkward position last night. Feeling sluggish? Grab another cup of coffee.

Sometimes it’s nothing, but other times we may be whistling past the graveyard.
So many of us swim in the river of denial that it was delightful to hear David Osburn, general manager of the Oklahoma Municipal Power Authority (OMPA), talk about how his organization used market research to detect, and proactively respond to, rising customer disaffection.
Customer Satisfaction: Don’t Wait for a Crisis!

Osburn spoke last summer at the American Public Power Association (APPA) National Conference. His advice is timeless and timely for all energy companies, public and private. Invest time and effort to stay abreast of your customers’ views and expectations, and then act on what the data tells you. The life you save may be your organization’s!
Photos: iStock
The COVID-19 pandemic is stretching all of us, especially the energy company communicators and marketers who are working overtime to keep employees, customers and communities informed. During this "all hands on deck" time, when resources are focused on the current crisis, other less-vital projects may get delayed. That doesn't have to happen!

If your company needs help drafting copy for annual reports, community investment reports, customer newsletters or environmental stewardship reports, EEC is here to help. You can check out our work samples here . A crisis doesn't mean all non-crisis communications get delayed.

Contact us today!