Drive Innovation

TODAY

NO V EM B E R   1 ,   2 0 1 2  

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 2012 STRATEGIC PLAN

STRATEGIC FOCUS

Maximize value to customers, community, employees and investors

!  Differentiate customer experiences

!  Increase revenue & loyalty

!  Integrate with planning & process

!  Maximize efficiency

!  Collect meaningful data !  Create understanding

Create Added Value

Embed into Strategy

Facilitate Segment Insights

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

F O C U S  

Analyze & Segment Customers

Identify & Benchmark Products and Services

Evaluate Customer’s Willingness to Adopt

Develop Strategic Actions to Drive Satisfaction

INITIAL FOCUS

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

C U S T OM E R   I N S I G H T S  

CUSTOMER SATISFACTION = SUCCESS

Three Key Measures Impacted by Customer Satisfaction in the Electric Utility Industry

Customer Satisfaction

Credit Rating

Operating Margin

Return on Equity

CUSTOMER VOICE C U S T OM E R   I N S I G H T S  

C U S T OM 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

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 OM E R   I N S I G H T S  

C U S T OM E R   I N S I G H T S  

eBill GAME PLAN

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 OM E R   I N S I G H T S  

C U S T OM 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

ACTIONABLE INSIGHTS

C U S T OM E R   I N S I G H T S  

Innovation Center !   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

COMMUNICATION PLAN Employee engagement objectives !   Inspire an organizational shift is mindset !   Integrate sustainable change as business

as usual !   Implement meaningful, executable

strategies !   What can I do everyday?

!   Involve every corner of the business in the strategy

!   Innovation becomes part of our DNA !   How can I take personal responsibility?

E N G A G EM E N T  

CREATIVE CONCEPT

Join the New Year’s Revolution

!   “Coming soon” teaser’s mid-December

!   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

E N G A G EM E N T  

Products

Products

Products

Products

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