At the beginning of this century, the California electricity crisis left consumers with a lasting negative impression of utility companies. Trust was at an all-time low. In subsequent years, utility providers suffered an additional blow as consumer behaviors and expectations changed drastically. Consumers became accustomed to ultra-convenience and personalized communications. Meanwhile, many utility companies continued to operate on a “pay-your-bill-or-we’ll-disconnect-you” basis.
The belief that utility providers....