Beyond the Basics was a performance-improvement initiative aimed at increasing customer perceptions for Entergy Mississippi. As the leader for this customer service team, we created the positioning that branded the utility as“the power company of the future” and detailed the many ways that Entergy was preparing to meet the challenges of tomorrow. In short, Entergy’s job is not only keeping the lights on, but seeking innovative new technologies, being more responsive to customers, working to keep rates low and helping build stronger communities. Beyond the Basics played an instrumental role in Entergy’s designation as one of the top-performing and most trusted utility companies in the nation, with customer satisfaction rising from 52 percent to more than 90 percent in two years.

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