--- title: "Customer Video: Where they really need a Trusted Advisor." description: "Customer Video: Where they really need a Trusted Advisor." image: https://blogs.ksvc.com/hubfs/Imported_Blog_Media/Screen-Shot-2015-11-19-at-11_55_21-PM-300x168-3.png --- [![KSV](https://www.ksvagency.com/wp-content/uploads/2020/10/logo-charcoal-640.png "KSV")](https://www.ksvagency.com) ![☰](https://www.ksvagency.com/wp-content/uploads/2020/10/icon-hamburger-charcoal-70-50.png "☰") - [Focus](http://www.ksvc.com/focus/) - [Capabilities](http://www.ksvc.com/capabilities/) - [Work](http://www.ksvc.com/work/) - [People](http://www.ksvc.com/people/) - [Culture](http://www.ksvc.com/culture/) - [EnergyWire](https://blogs.ksvc.com/energy-wire) # Customer Video: Where they really need a Trusted Advisor. Posted by [Lauren Bell](https://blogs.ksvc.com/energy-wire/author/laurenbell) on November 19, 2015 at 12:51 PM - [Tweet](https://twitter.com/share) [![Screen Shot 2015-11-19 at 11.55.21 PM](https://blogs.ksvc.com/hs-fs/hubfs/Imported_Blog_Media/Screen-Shot-2015-11-19-at-11_55_21-PM-300x168-3.png?width=300&height=168&name=Screen-Shot-2015-11-19-at-11_55_21-PM-300x168-3.png)](http://bit.ly/1JlSLGH) WATCH customer video. "Energy Efficiency" vs. "Home Improvement." While 60% of homeowners enjoy taking on DIY home improvement projects, they’re overwhelmed when asked about energy efficiency.  1. *It’s complicated.* 2. *It involves too much research* 3. *I don’t really need energy efficiency. I need machines that work.* 4. *It’s not about energy efficiency. It’s about improving my home.* The truth of the matter? We know energy efficiency and home improvement are one in the same. The problem? That’s not the customer perception. How do we change the dialogue and understanding? How do tap into this ‘home improvement’ category that customers are already interested in? This week, we talked to customers about home improvement challenges. Where can energy services companies bring value? What are your customers already struggling with, and wanting a solution? An advisor? [WATCH](http://bit.ly/1JlSLGH) what some people had to say. Regarding challenges, here are some of re-occurring themes we heard: 1. Customers fear even the “small, quick” projects because they never seem to be small or quick. 2. Customers are hesitant to trust contractors and their quotes. They don’t have confidence in knowing who to trust for quality and price. 3. Customers want a more systematic approach to home improvement, but don’t know what needs regular maintenance or “check ups.” 4. Customers want to be advised. They want help. Where do energy services companies fit in here? Across the industry, we’re listening to companies talk about the evolution to becoming a “trusted advisor” to customers. But according to KSV’s 2015 market research\*, the reality is only 1% of customers would go to their utility first for home-related issues. Step one? Advise them when and where they want the help and encouragement. Understand their challenges and make them your opportunities. Related Reading: [Customer Video: What do they really want out of energy efficiency?](http://bit.ly/1U0U5nu) [Millennials want more encouragement on energy efficiency… from their utility?](http://bit.ly/1K9o4Zr) \-- KSV has more than a decade's experience communicating about energy efficiency programs and products. Maybe we can help you. Get in touch with Lauren Bell to talk about your current challenges and opportunities, and we'll work on some solutions. KSV's 2015 consumer research has also been featured on: Utility Dive, Fortnightly, Energy Central, Intelligent Utility and Energy Efficiency Markets. **Lauren Bell / Engagement Manager / 802.862.8261 / [lbell@ksvc.com](http://lbell@ksvc.com/)** Topics: [Customer-Centric Marketing](https://blogs.ksvc.com/energy-wire/topic/customer-centric-marketing), [Utility Communications](https://blogs.ksvc.com/energy-wire/topic/utility-communications), [Energy Efficiency](https://blogs.ksvc.com/energy-wire/topic/energy-efficiency) ### [EnergyWire](https://blogs.ksvc.com/energy-wire) EnergyWire is KSV’s weekly insight into the consumer mindset when it comes to energy. It’s an honest conversation on the reality of their perceptions and motivations, and how energy services companies can use this insight to successfully engage customers. ### Sign Up ### Recent Posts ### Topics - [Customer-Centric Marketing (216)](https://blogs.ksvc.com/energy-wire/topic/customer-centric-marketing) - [Utility Communications (184)](https://blogs.ksvc.com/energy-wire/topic/utility-communications) - [Marketing Strategy and Best Practices (159)](https://blogs.ksvc.com/energy-wire/topic/marketing-strategy-and-best-practices) - [Innovation (156)](https://blogs.ksvc.com/energy-wire/topic/innovation) - [Digital Transformation and User Experience (100)](https://blogs.ksvc.com/energy-wire/topic/digital-transformation-and-user-experience) - [Audience Segmentation (88)](https://blogs.ksvc.com/energy-wire/topic/audience-segmentation) - [Data and Analytics (83)](https://blogs.ksvc.com/energy-wire/topic/data-and-analytics) - [Energy Efficiency (77)](https://blogs.ksvc.com/energy-wire/topic/energy-efficiency) - [Clean Energy (61)](https://blogs.ksvc.com/energy-wire/topic/clean-energy) - [Branding and Brand Value (59)](https://blogs.ksvc.com/energy-wire/topic/branding-and-brand-value) - [Research (49)](https://blogs.ksvc.com/energy-wire/topic/research) - [Climate Change (48)](https://blogs.ksvc.com/energy-wire/topic/climate-change) - [Inspiration (47)](https://blogs.ksvc.com/energy-wire/topic/inspiration) - [Sustainability Marketing (47)](https://blogs.ksvc.com/energy-wire/topic/sustainability-marketing) - [B Corporation (38)](https://blogs.ksvc.com/energy-wire/topic/b-corporation) - [Content Marketing (38)](https://blogs.ksvc.com/energy-wire/topic/content-marketing) - [Climate and Social Justice (35)](https://blogs.ksvc.com/energy-wire/topic/climate-and-social-justice) - [Creative (34)](https://blogs.ksvc.com/energy-wire/topic/creative) - [In the News (31)](https://blogs.ksvc.com/energy-wire/topic/in-the-news) - [Smart Technology (24)](https://blogs.ksvc.com/energy-wire/topic/smart-technology) - [Social Media Strategy and Best Practices (23)](https://blogs.ksvc.com/energy-wire/topic/social-media-strategy-and-best-practices) - [Company Culture (19)](https://blogs.ksvc.com/energy-wire/topic/company-culture) - [Media Strategy and Best Practices (19)](https://blogs.ksvc.com/energy-wire/topic/media-strategy-and-best-practices) - [Industry Expert Interviews (13)](https://blogs.ksvc.com/energy-wire/topic/industry-expert-interviews) - [Sustainable Brands (13)](https://blogs.ksvc.com/energy-wire/topic/sustainable-brands) - [B2B marketing (12)](https://blogs.ksvc.com/energy-wire/topic/b2b-marketing) - [Electrification (12)](https://blogs.ksvc.com/energy-wire/topic/electrification) - [Creative Showcase (10)](https://blogs.ksvc.com/energy-wire/topic/creative-showcase) - [Energy Storage (9)](https://blogs.ksvc.com/energy-wire/topic/energy-storage) - [AI (7)](https://blogs.ksvc.com/energy-wire/topic/ai) - [D2C (7)](https://blogs.ksvc.com/energy-wire/topic/d2c) - [Artificial Intelligence (6)](https://blogs.ksvc.com/energy-wire/topic/artificial-intelligence) - [Vermont (6)](https://blogs.ksvc.com/energy-wire/topic/vermont) - [Branding (5)](https://blogs.ksvc.com/energy-wire/topic/branding) - [Case Study (5)](https://blogs.ksvc.com/energy-wire/topic/case-study) - [Brand Activations (3)](https://blogs.ksvc.com/energy-wire/topic/brand-activations) - [SEO (2)](https://blogs.ksvc.com/energy-wire/topic/seo) - [Search (2)](https://blogs.ksvc.com/energy-wire/topic/search) - [Augmented Reality (1)](https://blogs.ksvc.com/energy-wire/topic/augmented-reality) - [Digital Video (1)](https://blogs.ksvc.com/energy-wire/topic/digital-video) - [OOH (1)](https://blogs.ksvc.com/energy-wire/topic/ooh) - [Paid Search (1)](https://blogs.ksvc.com/energy-wire/topic/paid-search) ... ##### Get in touch. ###### Vermont 212 Battery Street Suite 2 Burlington, VT 05401 [802.862.8261](tel:8028628261) ###### New York 27 E 28th Street Suite 15055 New York, NY 10016 [212.366.4000](tel:2123664000) ## Sign up for KSV insights ## Thanks for subscribing! 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