Three Takeaways From The Smith School Business Summit
When Calvin G. Butler Jr., CEO of Baltimore Gas and Electric Company, addressed the 500 faculty, staff, students and working professionals in attendance at the fourth annual Smith School Business Summit in Baltimore, he discussed how customer demands may change in the future.
“Meeting the current demands of customers is only part of it,” said Butler. “You need to think about where your customers are going, and you need to meet them there.
According to an article by Daryl James on the Smith School Website, Butler outlined three keys for how business can thrive for years to come, even as the needs and wants of their customers shift:
- Know your customer: “Understanding your customer always has to be at the forefront,” Butler said. “You need people who have the willingness to get out there and say, ‘Teach me something new.’”
- Embrace technology: “Technology serves as the intermediary between me and my customer,” Butler said. While older customers might want to call a toll free number for service, the rising generation expects to have everything available immediately on their smartphones. “The new generation today doesn’t want to talk to the utility company,” he said.
- Decipher data: “We have more customer information than we know what to do with it,” Butler said. “But how am I using that data to better serve you?” He said business analysts are helping Baltimore Gas and Electric find ways to help customers lower their bills and find new energy applications.
About the Author
Max Pulcini
Max Pulcini is a Philadelphia-based writer and reporter. He has an affinity for Philly sports teams, Super Smash Bros. and cured meats and cheeses. Max has written for Philadelphia-based publications such as Spirit News, Philadelphia City Paper, and Billy Penn, as well as national news outlets like The Daily Beast.
