Kyla Stevens

Communications strategist and former journalist specializing in corporate communications, content strategy, editorial leadership, and stakeholder engagement.

Aqcuiring and Retaining Customers Beyond the Utility Bill

Scope

I partnered with product, legal, dev, regulatory, design, and sales teams to create customer-facing communications across:

Email campaigns
Social media
Direct mail
Retail and event collateral
Sales enablement materials
Loyalty and partnership programs

Skills Demonstrated

Customer Communications • Content Strategy • Lifecycle Marketing • Audience Segmentation • Stakeholder Management • Multichannel Campaigns • Loyalty Programs • Cross-Functional Collaboration • Message Development • Community Engagement

Challenges

How do you keep customers engaged with a product they rarely think about?

Energy communications must balance:

Regulatory requirements
Brand standards
Multiple audiences
Customer fatigue
Complex product offerings

Objective: NRG wanted to strengthen customer relationships by highlighting rewards programs, charitable partnerships, customer feedback opportunities, sustainability initiatives, and value-added services.

Results

Supported customer engagement initiatives reaching 350,000+ customers.
Developed communications achieving open rates up to 68%.
Generated click-to-open rates approaching 15%.
Contributed to retention, loyalty, customer experience, and cross-sell objectives across multiple brands and customer segments.

My Latest Work

24th September 2026

Customer Experience Feedback Program

Developed survey communications for multiple stages of the customer lifecycle, including onboarding, customer service interactions, ongoing relationships, and customer exits. These communications helped gather actionable feedback while maintaining a consistent brand experience.

24th September 2026

Loyalty & Rewards Communications

Created direct mail campaigns supporting airline rewards partnerships, travel incentives, cash-back programs, and gift-card promotions. The goal was to translate complex energy products into clear customer benefits and create new reasons for engagement and retention beyond utility rates alone.

Helping a Fortune 500 Retail Energy Provider Build Meaningful Customer Relationships

Most customers only think about their energy provider when a bill arrives. My role was to help change that by developing communications that connected energy service to rewards, charitable giving, customer feedback, sustainability initiatives, and smart-home solutions. Across multiple brands and channels, I helped transform routine customer touchpoints into opportunities for engagement and loyalty.