REGULATORY AND PUBLIC POLICY
THE CHALLENGE:
A large private utility faced opposition from policymakers, opinion leaders, and local elected officials. This affected company valuation and threatened a planned merger.
The CEO and the Board needed to understand how to address the opposition and ensure that the potential acquisition would be allowed to take place. We were called in.
Research
We conducted over 20 highly sensitive interviews with company management, field workers, and operators, as well as elected officials and policy influencers.
Insight
The company’s failure to project a meaningful corporate image and a sense of good citizenship had led it to be seen as a monopoly for a too expensive commodity. It had become a target for politicians looking to score easy points with their electorate. It was time to turn the narrative around.
Strategy
“Happy customers make happy officials.” The utility had to step up relevant engagement with local residents – and tell a clear story focused on customer service, solid infrastructure, and consistent delivery of its product – no matter what. Opinion leaders would listen.
Results
Less than one year after our work the company completed its merger and is now one of the largest utilities in its industry in the US.