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Power companies have always faced an uphill battle when it comes to customer satisfaction. Fueled by a lack of choices, bureaucratic systems and rising energy prices, customers take an understandably adversarial attitude toward what they view as monopolies. Throw in a massive natural disaster like Hurricane Katrina, and the hill becomes a mountain.
Mississippi Power Company came to GodwinGroup in 2003 because they understood that clear, helpful, honest communication is the key to building any relationship. The company had always enjoyed higher-than-average ratings for customer satisfaction, but rising energy costs and increased population density in their service area were starting to affect those numbers. Armed with C3 Intelligence® and an intimate knowledge of the Southern Consumer, GodwinGroup helped Mississippi Power focus messages about the company’s high level of service and their involvement in the community.
Faith in Mississippi Power was tested to the limit in 2005 when Hurricane Katrina left fully 100% of its customers – upwards of 190,000 – without power. It took only 12 days (and 12,000 workers) to restore power to every customer who could receive it. And GodwinGroup followed up this extraordinary feat with an emotional, customer-focused campaign that helped the company maintain its standing as one of the Top Ten Utility Communicators in North America* – an honor Mississippi Power has enjoyed since their relationship with GodwinGroup began in 2003.
*Utility Communications International.
The Work
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