Marketing buzz: what does it take to be a J.D. Power award winner?

摘要

I attended a customer service and marketing conference last fall featuring a speaker from SRP, a large municipal utility in Phoenix which has consistently won the J.D. Power award for customer satisfaction. I got to thinking about how J.D. Power benchmarks customer satisfaction across the utility industry, and what are some of the key attributes an award-winning utility should possess to be "J.D. Power worthy." I interviewed Al Destribats, executive director of J.D. Power's utility group, to ask what lessons can be learned from their award winners.