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F E B R U A R Y 0 8 ,   2 0 1 3  

Drive Innovation

TODAY Insights & Innovation


“The truth is that interactions with CUSTOMERS, and the customer experiences that result from those interactions, are, for many businesses, the sole remaining frontier of competitive advantage.�


UNS STRATEGIC

PLAN


STRATEGIC FOCUS Maximize value to customers, community, employees and investors Create Added Value

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Embed into Strategy

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Facilitate Segment Insights

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Differentiate customer experiences Increase revenue & loyalty

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Integrate with planning & process Maximize efficiency

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Collect meaningful data Create understanding


F O C U S

INSIGHTS Conduct primary and secondary research !   !  

Uncover actionable insights Enhance the customer experience

INNOVATION Collect and evaluate new ideas !   !  

Identify relevant products and services Create new revenue opportunities


C U S T O M E R I N S I G H T S  

INITIAL FOCUS Analyze & Segment Customers

Identify & Benchmark Products and Services

Evaluate Customer’s Willingness to Adopt

Develop Strategic Actions to Drive Satisfaction

Customers opt for relevant products and services that align with their evolving needs and values


CUSTOMER SATISFACTION = SUCCESS Three Key Measures Impacted by Customer Satisfaction in the Electric Utility Industry

Credit Rating

Operating Margin

Customer Satisfaction

Return on Equity


C U S T O M E R I N S I G H T S  

CUSTOMER VOICE


C U S T O M E R I N S I G H T S  

KEY BENEFITS Uncover new markets of opportunity for new and existing products !  

Target our most profitable customers and high-potential prospects -  Treat different people differently

Identify the most effective channels and market strategies for products !  

Gain insights into the most effective message, media mix and channels for ad campaigns


C U S T O M E R I N S I G H T S  

RESIDENTIAL Nielsen Platform !   !   !  

Demographics Psychographics & lifestyle Energy audit comparison

Primary Research !   !   !  

Customer advisory panels Customer satisfaction survey Custom research projects

Secondary Research !   !  

Industry reports Market reports


C U S T O M E R I N S I G H T S  

eBill GAME PLAN


C U S T O M E R I N S I G H T S  

COMMERCIAL & INDUSTRIAL Nielsen Platform !   !  

NAICS codes SIC codes

Primary Research !   !   !  

Customer advisory panels Customer satisfaction survey Custom research projects

Secondary Research !   !  

Industry reports Market reports


C U S T O M E R  I N S I G H T S  

Contact Name, Title, Gender Ultimate ID/Name/Number Parent ID/Name Street City State Secondary Address (street, city, state)

Telephone Number Fax Number Primary SIC or NAICS (includes description)

Secondary SICs Location Type Latitude & Longitude Census Tract & Block Group Brand/Chain/Franchise & Specialty Code Total Employees Local Employees

Sales, Local or Total Fortune 1000 (Y/N & Rank) Advertisement Size Home Based Business Year 1st Appeared (in yellow pages)

Country CBSA Code & Name FIPS state/country Match Flag Zip Code Zip Code + 4

Overlay with CC&B data to align customers with relevant products and services


C U S T O M E R I N S I G H T S  

ACTIONABLE INSIGHTS Innovation Center !  

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Online portal -  Blog/forum: https://insideuns/innovation/ -  Idea funnel: http://uns.ideascale.com/ Employee events

Presentations of custom research findings !   !  

Research library Briefings

Invitations to customer panels Internal collaboration & cooperation


E N G A G E M E N T

COMMUNICATION PLAN Employee engagement objectives Inspire an organizational shift in mindset   Integrate sustainable change as business as usual   Implement meaningful, executable strategies

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What can I do everyday?

Involve every corner of the business in the strategy   Innovation becomes part of our DNA

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How can I take personal responsibility?


E N G A G E M E N T

CREATIVE CONCEPT Join the New Year’s Revolution !  

“Coming soon” teaser’s mid-December !   !  

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Non-traditional communication channels Engage employee in the movement

Innovation Center roll-out January !   !  

Long-term strategy will integrate with enterprise employee communication plan Educate employees on the value of innovation


s t c u d Pro

Products

Prod

Products

ucts


I N N O V A T I O N

Idea Sources

Idea Development

Gate 1 – Initial Screen


I N N O V A T I O N


D R I V E I N N O V A T I O N   T O D A Y  

Insights & Innovation  

How to create a customer experience that creates emotional bonds to your brand?