ICF believes that the key to utility success in the evolving industry is moving customers from transactional loyalty to emotional loyalty. With transactional loyalty, customers feel no emotional investment in their utility and simply expect a service in exchange for their monthly bill payment; inertia is the only thing keeping them loyal. Building emotional loyalty requires that customers believe their utility cares about them and that they are treated like a human being, not an account number.
ICF brings together broad subject matter expertise of the utility business, as well as best-in-class marketing and technology capabilities, to help utilities foster customer loyalty in a way that meets 21st-century challenges. ICF’s 30 years of experience in energy efficiency programs and in creating engagement campaigns for consumer brands, such as BMW and Amtrak, allow them to craft strategies that combine data analytics with behavioral science to nudge customers in the most timely, effective way possible. They take a holistic approach to problem-solving that helps them create a tailored solution appropriate for each utility’s unique circumstances and provide the best capabilities rather than being tethered to a single technology platform.
ICF’s comprehensive engagement solution leverages well-crafted messaging, customer insights and data analytics to drive omnichannel, personalized recommendations that align customer needs and interests with utility goals. By combining expertise in smart home technology, marketing, e-commerce, behavioral energy efficiency and loyalty, ICF drives next-generation customer engagement that creates deep emotional connections. ICF’s diverse experience also means they are uniquely positioned to deliver solutions and customer insights to better serve utility customers across both residential and the historically under-served small business segments.