Middle Tennessee EMC’s Pivot From Transactions to Interactions Drives Member Engagement
MTEMC’s shift in focus from transactions to interactions requires strong leadership, a clearly articulated strategy and the humility to listen to both its members and its employees. While there is no silver bullet to explain their sustained improvement in member satisfaction, empowering and aligning staff to give members a choice in how they interact with the cooperative and providing members with tools to actively manage their energy costs is paying dividends. An effective digital presence is meeting members where they are, allowing MTEMC to effectively articulate and demonstrate the ‘cooperative difference.’
To learn more, read their case study in Touchstone Energy’s Best Practices Knowledgebase.