Connecting Cost to Value: A Playbook for Customer-Centered Communication

Electricity providers are being asked to explain a surge of investment at the exact moment customers are worried about affordability and paying closer attention to their bills. Electrification, decarbonization goals, extreme weather, distributed technologies and the growing energy demands of AI are all driving change across the grid.

At the same time, providers are offering more programs, rate options and incentives than ever before, but participation lags. Consumers do not always understand which options apply to them, how they fit into their lives or whether they are worth the effort. The result is a missed opportunity to show how investment translates into tangible value.

SECC’s “Connecting Cost to Value: A Playbook for Customer-Centered Communication” examines the tension between the reality for electricity providers and the consumers they serve, clarifies what providers must explain to consumers today and suggests strategic approaches to communicating clearly and credibly.