CUSTOMER: NRG At a Glance As a leader in the power industry, NRG is no stranger to innovation—seeking it out at every turn. Recognizing consumers are in the driver’s seat with regard to brand reputation, NRG smartly innovated their approach to social listening. They applied the social data coming through NetBase to all areas of their organization, tracking the customer lifecycle from start to finish, to understand how to keep customers happy at each step along the way. This has contributed to improving the brand image and customer retention. Challenge: Recognizing and Embracing the Shift in Power from Brand to Consumer NRG is an industry-leading energy company that provides electricity to nearly 3 million customers across all 50 states. What keeps them at the top of their indus

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