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MEA Customer Relations Roundtable

Posted on September 20, 2013 by under Travel.    

Who says you can’t have fun at work conferences?

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I had the opportunity to attend the MEA Customer Relations Roundtable this week. The highlight of the conference for me, besides the big bling, was meeting Terry Ousley, VP of Customer Satisfaction at MidAmerican Energy Company. They were ranked #1 on the JD Power Electric Utility Residential Customer Satisfaction Study (MidWest Region: Large Segment, the same class that we are in).

MidAmerican Energy has held the #1 spot for the last five years. Quite an impressive record, considering that we are usually just in the middle of the pack. Naturally, I wasted no time. I started picking his brain over rum punch at the networking reception on Tuesday night. I didn’t have anything available to take notes right then, but I wrote a bunch of stuff down as soon as I got back to my room.

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The next morning I found myself in the opposite side of the room but I figured that he would probably sit at the same seat the next day so I moved over to that side of the room when we started our session on Thursday morning. Mr. Ousley was not just a wealth of knowledge; he’s also super nice and very willing to share best practices. He even invited me to visit their call center in Iowa (note that you fly in to Illinois, even though their office is in Iowa — he says that always confuses people) and he said we could bring as many people as we’d like. He says it usually takes a whole day to go over everything. I was super excited and told him that I will definitely be reaching out to him, but we may not be able to visit until next year because our department is already over budget on our travel for the year. LOL.

Anyway, I can’t wait to go back to work and share everything I learned with my coworkers! Monday can’t come fast enough.

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