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Challenges of Engaging Non-residential Customers

By Crystal Leaver on

Small Business Customer Making Payment

With business customers making up over two-thirds of a utilities’ load and revenue, effectively engaging these customers is important. But SMBs and C&I customers can be particularly challenging for utilities. No two businesses are alike with varying building sizes, business types, hours, and equipment. And the primary activity data a utility does have about their business customers is typically limited and only 20% accurate. 

To make matters worse, grabbing the attention of business customers is even more difficult than residential customers. Uplight research has found that an SMB owner spends no more than 5 seconds on an email before moving on. When business customers do engage, they are frequently disappointed by a poor and disconnected utility customer experience. 

The good news is that business customers are looking for more information from their utility and more personalized customer experiences overall–making them receptive with the right message. According to Accenture, 86% of SMBs are interested in new energy offers from utilities, but only 16% think their energy supplier is a trusted source of information. 

Read Uplight’s eBook, The Non-Residential Opportunity for Utilities, to find out more about how to take advantage of this big opportunity and unlock business customer engagement.

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