Julie Lupinacci interviews Dr. Forrest Morgeson to unpack his synthesis of ACSI (American Customer Satisfaction Index) research on the relationship between a utility’s financial performance and CSAT. Together, they discuss strategic implications plus the importance of utilities’ banking a “reservoir of goodwill” or “Love Miles” that they can use to weather the ups and downs of customer journeys, service disruptions and the rising costs needed to meet energy transition goals.