Thoughts

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Cutting edge customer engagement through the mail?!

November 30, 2017
| By Seth Engel

Everything old is new again. Vinyl records are making a comeback, 80’s horror flick/pop culture tribute ‘Stranger Things’ is the number 1 show on Netflix, and snail mail is the hot new way for utilities to communicate with their customers.

Don’t believe it? Consider this: water utilities, on average, have email addresses for only one third of their customers (although as we demonstrated in a recent blog post, they probably have their mobile phone number).

But what about the two-thirds of customers that utilities can’t reach via email? Without being able to send timely emails, utilities have three options for communicating with their customers:

  1. Calling the customer directly, though this requires extensive resources and takes time away from other important customer service activities.
  2. Mailing information with the bill.
  3. Not communicating at all.

As much as we talk about digital communications, print remains a relevant, if not

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