WATCH outtake from interview
Seasoned energy efficiency executive Mary Stewart has joined the KSV team as director of strategic partnerships and principal.
Mary brings exceptional credentials and experience in energy efficiency and electric utility businesses. She further deepens KSV’s energy efficiency and connected home marketing expertise.
With great pleasure, I was able to sit down with Mary and discuss the energy industry, its transformation and the critical role of communications. Watch an outtake here. And Part I of the interview below.
And join me in welcoming Mary! (Connect with her on LinkedIn.)
LB: What do you see as the biggest opportunity for utilities/our industry right now?
MS: Break down the silos and make it easier for customers to participate in programs. Deliver high quality, turn-key services that combine offerings across the energy efficiency / demand response / renewable energy product suite. Cross-sell what is available and relevant to customers’ homes and businesses. All in all, we need more, better, targeted and personalized communications.
There is also a huge opportunity to look at other products, companies and industries where there has been great transformation. What can we learn from them? Think Amazon and Uber. Spotify. Fitbit. JetBlue.
We need to connect the incredible innovation that is happening in this industry with the business owner on Main Street and the consumer right there at home.
LB: What are the most important attributes of successful E.E. programs?
MS: Successful E.E. programs not only look at the ability to deliver energy and demand savings, but also at the manner in which services are delivered to their customers across all touch points. I think the top five attributes would be:
- Make it easy for customers to participate.
- Personalize offerings and communications to make them targeted, relevant and meaningful to customers. They will participate if you do this right.
- Engage customers on feedback and prove to them it matters. Never assume you’re meeting their needs, unless they tell you that you are.
- Hold two-way, omni-channel conversations. Be there where customers need you. And respond. Every time.
- Engage employees. Provide them the systems, tools and training to provide a great customer experience. Train them with consultative communication skills in addition to technical knowledge.
LB: After 25 years in energy efficiency, what made you want to join an advertising agency?
MS: I began my career on the utility side, developing marketing and communications plans for the first generation of E.E. programs. Over the course of 25+ years, both on the utility and service provider side, I have had the great opportunity to develop teams and initiatives across various points of the customer journey in these programs.
The opportunity to join an advertising agency is exciting to me, allowing me to leverage my years of E.E. experience and partnerships. My goal is to continue to positively impact program results and the customer experience and mindset through these communications initiatives.
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Challenged with low customer engagement, participation, sales or satisfaction?Get in touch. We'll work together on the solution.
Lauren Bell / Senior Engagement Strategist / lbell@ksvc.com / 212.366.4000
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More on Mary:
Before joining KSV last month, Mary served as executive vice president of Conservation Services Group (CSG) in Westborough, Mass., where she led client services and customer engagement teams, and directed key account management activities, business development, corporate marketing and internal communications. CLEAResult acquired CSG last year and Mary served as vice president of customer experience until earlier this year.
Prior to CSG and CLEAResult, Ms. Stewart held leadership positions at NORESCO, EUA Cogenex, Eastern Utilities Associates and Green Mountain Power.
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More on KSV:
KSV, a Certified B Corporation, is a marketing firm with offices in New York, Vermont and Rhode Island. For more than 30 years, KSV has partnered with clients whose missions help drive an effective and more sustainable future. The firm’s marketing expertise is primarily focused today on energy, energy efficiency and the connected home.