E Source Blog
Welcome to the E Source Blog! Our staff will share insights and observations about life at E Source, our events, our research, and other fun stuff.
Many of my colleagues and most of our utility members find value in behavioral programs to encourage customers to use energy more efficiently, but I’ve always been a doubter. After all, I’m an engineer—I actually understand how these technologies work. So imagine my disbelief when I recently got a home energy report that said my efficiency was just “good.” Would the injustice prompt me to make energy-saving behavior changes?
Last year was definitely a fun one for utility advertising. We saw ads that tugged at customers’ heartstrings and others that encouraged customers to pop champagne and celebrate their energy-efficient achievements. We spotted some intriguing advertising trends in 2014. And we think the E Source Utility Ad Awards Contest won’t disappoint in 2015.
Municipalization propaganda creates an “us versus them” mentality that forces people into opposition by suggesting it’s not possible to simultaneously support large utilities and clean energy. Despite the contention between Xcel Energy and members of the Boulder community, I believe there are opportunities for collaboration and compromise. Let’s talk about them over pizza and beer!
Depending on how involved in electric vehicles (EVs) your utility is, you may know that numerous states offer time-of-use rate programs for EV-driving customers. But did you know that utilities and organizations are testing more-sophisticated demand-response strategies for EVs? Feasibility tests reveal that it’s possible to power our homes with our charged EV and sell power back to the grid. Which method is right for your service territory?
E Source is always at the vanguard of new trends in the utility industry. We know that as your needs change, our offerings must change. Today, we’re introducing three exciting new services—including a breakthrough emoji service for millennials—to add to your E Source portfolio. Check them out!
In 2014, E Source surveyed 25 North American utilities to gauge the maturity of their customer experience (CX) programs. Some of the results were promising! Others were bleak. Mostly, we learned that utilities have a long way to go before they reach a fully integrated CX approach. Read on to learn the top three good things and the top three bad things we uncovered about utilities’ CX maturity.
It’s been exactly one month since we installed the Nest learning thermostat and let it start bossing us around. Has it been all sunshine and happiness, or am I ready to go crawling back to my old programmable thermostat? Let me just say that the only way the Nest will be coming off my wall is in a box—a moving box, that is. If we ever decide to move, I'm taking this baby with me!
Many utilities and other organizations are diligently and feverishly redesigning their websites, streamlining their interactive voice response systems, sending employees to soft-skills training, and mapping customer journeys—all in the name of customer experience (CX). Unfortunately, this disconnected activity is unlikely to actually move the needle on CX when it isn’t tied to a comprehensive strategy.
To most companies, I’m a twentysomething married guy with a college degree, a steady income, and an 80304 ZIP code. But so is my neighbor. Demographic data alone isn’t enough to inform decisions about customer needs. But a healthy set of customer personas could help. Not sure what a persona is or how to go about creating and using one? Read on to find out.
Market-based energy-efficiency programs are not an answer to getting at all sectors and subsectors of energy efficiency. We need to get smarter and more targeted in how we use energy-efficiency funding to ensure that we are reaching end users who truly will not move without utility intervention. And we need to strategize on how energy efficiency can continue to be utilities’ first resource when they’re trying to meet factors such as load growth and customer satisfaction targets.