- In your opinion, what innovations will have the biggest impact on the power sector in the next 30 years?
The grid is at the precipices of a dynamic transition. We have the opportunity to move away from a molecule-based economy to an electron-based economy. Simultaneously, we have the opportunity to have this new energy usage be powered primarily (or entirely) by renewable energy. This dynamic future of the grid has many implications –the biggest of which is “decentralization of the grid,” which is moving away from these large, dirty, and unreliable central points of failure to one that turns millions of customers into the heart of the grid. This decentralized and flexible grid can only happen if customers and their experiences are prioritized.
- What did you say when you were convincing people in your company to take branding/reputation seriously as an investable asset? Who did you need to convince?
Customers truly are at the heart of what we do. I sit on the same floor as the individuals supporting our customers – if the same issue crops up too many times, we’re going to find a way to fix it immediately. I also personally respond to customer questions.
We sell an invisible product; customers can’t hold, smell, or taste our product. But that product, electricity, is literal magic. If you were to go back 1,000 years and say, “We have an invisible product that will make your water hot, your air cool, your food safe, and can fuel transportation for hundreds of miles,” it would be mind-blowing.
But for many people, this is one of the largest items they may pay for throughout a lifetime which is why it’s important to focus on the customer. Yet, a customer has very few direct touch points with our brand – typically just when they are signing up, followed by the monthly bill, and when they call if they have a question. These touch points are precious and important – we need to over-deliver.
