A publicly traded energy utility wanted to strengthen stakeholder trust while navigating rate increases and its complex transition to carbon-free energy generation.
THE CHALLENGE
Although utilities face little direct competition, customer satisfaction remains vital to operational success, regulatory support and investor confidence. Most customers only think about their utility when outages occur or bills spike, making it challenging to foster goodwill. The utility needed to proactively share its story to buffer backlash during service disruptions and rate adjustments, while also managing public sentiment around its shift from coal to renewables and the expansion of transmission infrastructure – issues often fraught with political and emotional weight.
THE SOLUTION
We delivered integrated stakeholder communications support, positioning the utility as a responsible, forward-thinking community partner. We launched customer-centric media content highlighting safety initiatives, energy assistance programs, energy-saving tips and the company’s community contributions. We also developed messaging to support the build-out of renewable energy infrastructure and its long-term benefits for customers as well as provided annual sustainability reporting counsel. To further strengthen brand reputation, we helped roll out a compelling employer value proposition to attract top talent.
THE IMPACT
As a result of these efforts, the utility maintained strong public sentiment amid significant operational changes. Its efforts have paid off: According to J.D. Power, the company continues to rank among the top five large Midwest utilities in customer satisfaction, underscoring the value of transparency and proactive storytelling in building trust and resilience.
