August 2007
2nd Quarter ACSI Scores Confirms Co-op Difference in Satisfaction
Co-op Connections Card Adds National Discount With Sherwin-Williams
Connect Conference Heads West in 2008
Last Call for Co-op Connections Cards in 2007: Sept. 14
Two New Case Studies Highlight Improved Member Satisfaction
Michigan Co-ops Sponsor Cherry Festival Parade For 9th Year
Don’t Miss Touchstone Energy at NRECA’s Regional Meetings
Hot-Air Balloon Replicas Available from CBA
Share Your Brand-Building Success Stories
2nd Quarter ACSI Scores Confirms Co-op Difference in Satisfaction
Co-ops continue to outmatch the rest of the utility industry when it comes to customer satisfaction, confirmed once again by the American Customer Satisfaction Index (ACSI). Results for the second quarter of 2007 give Touchstone Energy Cooperatives a score of 81 and the utility industry a score of 72. The 9-point gap between the two scores has been consistent for the past several years, shifting occasionally by only 1 or 2 points. The Southern Company is the only individual investor-owned utility to score ahead of the national co-op mark, notching a score of 83.
The Touchstone Energy score stands out when compared to other industries, as well. The airline industry registered a score of 65 for 2nd quarter 2007; wireless telephone service came in at 66; cable and satellite TV scored a 63.
Co-op Connections Card Adds National Discount With Sherwin-Williams
The paint has just dried on the newest Co-op Connections discount: Sherwin-Williams. Co-op Connections cardholders can save money on home improvement projects large or small by visiting this special landing page on the Co-op Connections Web site and printing out customized discount cards.
The discount cards can be presented at any of the 3,000 Sherwin-Williams stores nationwide for 20 percent off regularly-priced items and 10 percent off sale items. Co-ops are encouraged to share this valuable discount with local small businesses and key accounts so they can save on any painting or coating projects that they are planning on tackling.
Check out the Co-op Connections Web site for a complete list of national discount deals!
Connect Conference Heads West in 2008
Co-op marketing, communications and member services pros—save the dates! Connect 2008 will be held May 13-16 in Portland, Oregon, at the Hilton Portland & Executive Tower Hotel.
The preliminary agenda has pre-conference events scheduled for Tuesday, May 13, and the main conference event Wednesday, May 14-Friday, May 16. The Spotlight on Excellence Awards exhibit will be held May 14-15.
Stay tuned for more information. Click here for a look back at Connect 2007 and to hear what attendees had to say about the event.
Last Call for Co-op Connections Cards in 2007: Sept. 14
The Co-op Connections member benefit program is preparing for its final card production run in 2007. With the addition of the pharmacy discount feature and numerous other national discounts, the time is right to take advantage of this valuable money-saving, loyalty-building tool.
Co-ops interested in having cards printed in this production run need to complete and submit the attached form by Friday, Sept. 14, 2007. Completed forms should be printed out and faxed to Dan Prijatel at 480.287.8871.
Anticipated delivery of cards printed during this production run is early December 2007. Contact Scott Bialick at 703.907.5627 or scott.bialick@nreca.coop for more information.
Plan to be at NET2008
Teaser here
The ninth annual New and Emerging Technologies Conference goes to Hilton Head, South Carolina, Jan. 30-31, 2008. Pre-conference events, including the Key Accounts Summit and a new Energy Managers Summit take place on January 29. NET2008 will be packed with relevant, timely information on issues specific to commercial and industrial and co-op key accounts, as well as new technologies on renewable energy, regulatory and environmental issues. As always, co-ops are encouraged to invite business customers.
Contact Kathryn Momot at 703.907.5707 for more information, or visit the NET2008 Web site.
Two New Case Studies Highlight Improved Member Satisfaction
The Touchstone Energy Best Practices Knowledgebase, the online library of best practices for improving
member satisfaction, has recently added two new case studies, entitled, Helping Members Manage Their Energy, from Berkeley EC (Monks Corner, S.C.), and Excellence in Handling New Service, from GreyStone Power (Douglasville, Ga.).
The Berkeley EC study details how the co-op promotes the efficient use of electricity and helps members manage their individual energy usage. It also describes their successful load management program. When paired with water heater promotions, the program resulted in significant savings for Berkeley EC’s members. According to the 2006 National Survey on the Cooperative Difference, co-ops’ efforts to help members manage their energy pay dividends in member satisfaction, loyalty and engagement.
The GreyStone Power study summarizes the co-op’s recent efforts to overhaul internal processes and improve efficiency and productivity. The improvements resulted in an American Consumer Satisfaction Index (ACSI) score that exceeds Touchstone Energy cooperatives nationally and beats neighboring Southern Company, which is the top-ranking IOU in the country.
To view the complete case studies, visit the online Best Practices Knowledgebase.
Michigan Co-ops Sponsor Cherry Festival Parade For 9th Year
For the ninth consecutive year, Michigan’s Touchstone Energy co-ops sponsored the National Cherry
Festival’s Junior Royale Parade in Traverse City, Mich. The parade, which took place on July 10, is one of America’s only children’s parades and is a highlight of the annual Cherry Festival.
Co-op employees and their families from Cherryland Electric Cooperative, Great Lakes Energy, HomeWorks Tri-County Electric Cooperative, Presque Isle Electric & Gas Co-op and Wolverine Power, don Touchstone Energy logo gear and ride in the parade on the Touchstone Energy float.
“It’s one of the highlights of the year for our Michigan Touchstone Energy co-ops,” said Nancy Tanner, director of communications and member relations for Wolverine Power Cooperative. “We had a great turnout this year with over 100 volunteers on hand. It was a perfect occasion to showcase our support of the young people in our region and of the National Cherry Festival, which is an important event for our state,” she added. The Touchstone Energy hot-air balloon also made an appearance at the festival, generating great media coverage of the co-ops’ involvement.
Don’t Miss Touchstone Energy at NRECA’s Regional Meetings
As always, Touchstone Energy will be on the scene at this fall’s NRECA Regional Meetings. Be sure to stop by the Touchstone Energy booth to get the most current information on member benefits, advertising and communications materials, and upcoming conferences. Staff will be on hand to answer questions.
Touchstone Energy Extra Newspaper to all Co-ops in September
The Fall 2007 edition of the Touchstone Energy Extra newspaper will soon roll off the presses. The newspaper will be distributed at all NRECA Regional Meetings over the next few months. Copies will also be distributed in September to the brand manager at each member co-op. Brand managers are encouraged to distribute a copy to each employee and board member.
The Extra is a great tool to help motivate and engage employees. Distributing it is a good occasion for CEOs and brand managers to strongly communicate how vital employees are to building the brand locally.
Hot-Air Balloon Replicas Available from CBA
Cooperative Balloon Associates (CBA) has keepsake hot-air balloon replicas available for sale. The 10-inch replicas are hand-painted and make great gifts or mementos of the balloon’s visit to your co-op.
The replicas sell for 40 dollars a piece. To place an order, contact Aaron Ridenour of CBA at 217.243.1615 or aridenour@ppi.coop.
Editor, Erin Keogh
erin.keogh@nreca.coop
703.907.5572