For most of its century-long history, electricity, was a qnatural monopoly, q due in part to the excessive cost of the necessary infrastructure. In the past decade, however, politics have pushed the industry toward competition and consumer choice. At the same time, technology has been developed that allows consumers to choose their electricity supplier and to track the flow of power through the various grids and lines. In her new book, Power Branding, author and industry expert Ann Chambers examines marketing and branding of electricity -- what it is, how it's done, what its benefits are for electric utilities, marketers, and even natural gas companies allied with the utilities. She surveys industry leaders who have already taken a dive into the ocean of marketing and offers lessons drawn from their experiences. She also takes a look at other formerly regulated industries -- airlines, telephones, natural gas -- and describes how their rebirth as free-market industries may affect the course of theelectric utility industry's experience.SERVING CUSTOMERS Excellent customer service is an essential ingredient in achieving success in business and meeting the ... Whether its a call for new service, or an inquiry about an energy savings program, every one of the II million calls FPL receives each year is considered important. FPL has made a number of enhancements to improve customer service and maintain high satisfaction ratings.
|Publisher||:||Pennwell Corp - 1998-08-01|