Podcast Episode Details

Building Customer Personas: How Utility Personas Drive Smarter Engagement

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Episode 18

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Welcome to the BlastPoint Deep Dive Podcast!
In today’s energy-world, utilities are facing more pressure than ever—rising customer expectations, affordability challenges, decarbonization goals and complex customer bases. Many companies are still relying on simplistic segmentation or siloed programs, leading to wasted spend, mis-targeted outreach, and disengaged customers.
 In this podcast we’ll explore how leading utilities are shifting from generic demographic buckets into utility‐specific customer personas—actionable profiles that unite teams, sharpen strategy, and deliver real impact. You’ll hear about:

• Why personas matter in the utility sector and how they differ from traditional segments.
• A real-world example of a major U.S. utility that uncovered six foundational personas, each with distinct behaviors, needs and values.
• How to translate personas into action: tailoring messages, designing programs, selecting channels and deploying resources with precision.
• The strategic advantage of layering geographic and behavioral insights—so you’re not just talking to “customers” but to real people, in real neighborhoods, with real constraints.
• Key takeaways: how persona-driven engagement builds trust, boosts program adoption, and positions utilities to lead in the energy transition.

Whether you’re working in customer experience, marketing, program design, operations, or leadership within the utility or energy efficiency ecosystem—you’ll gain practical frameworks and fresh thinking about how to connect, engage and deliver value to your diverse customers.

👉 Ready to see how personas can transform your utility’s engagement? Schedule a meeting with BlastPoint

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Published on 4 hours ago