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.
Before I started working at E Source seven months ago, I had no idea what acronyms like DSM and EM&V meant. So when I was recently asked to write a report about trends in evaluation, measurement, and verification (EM&V) budgets and spending, you can imagine my trepidation. Fortunately, I was able to rely on the expertise and magnanimity of my coworkers to help me write a report that I think will enable utilities better manage the tricky balancing act of evaluating energy-efficiency programs.
When I was doing my PowerWalking man-on-the-street videos a couple years ago, I had a great conversation with a couple of women who were about 25 years old. When I asked them whether they thought their electricity was a good value for the money, they complained about the big surprise bill at the end of the month. But one of the young ladies said, “If they would just bill me every day, a couple of dollars, that would be great. That way, it wouldn’t be a big burden when it comes all at once.“ Hmm … a new utility service: daily billing.
My head is still spinning from last week’s E Source Utility Customer Experience Conference in Orlando, Florida. A full day of mind-blowing discussions in the Customer Experience Executive Council turned out to be just the appetizer for two more days of thought-provoking presentations, activities, and conversations about the state of customer experience (CE) in the utility industry. The official content of the conference was matched by the powerful connections I made while networking with all the participants and presenters.
After a great preconference session and a jam-packed first day of presentations and working sessions, it was time for day two of the E Source Customer Experience Conference. A key takeaway? If your utility says that customer experience is of utmost importance, but you’re still using templates and automation, you’re sending a message that it’s not about a human experience.
So I kept something from you yesterday when I summed up day one of the 2014 E Source Utility Customer Experience Conference. Personas. We did this pretty awesome activity where we split the attendees into groups and gave them someone to interview. These people ran the gamut: from the high-powered, workaholic attorney to the all-American dairy farmer.
Finally, it’s here! I’ve been so excited for the 2014 E Source Utility Customer Experience Conference, and day one did not disappoint. Read on for a rundown of the first day of sessions.
Do you want a reason why it’s essential to invest in customer experience (CE)? Well, Peter Haid, CE extraordinaire and director of CE & Marketing at E Source, will give you five. He told us about them at this year’s E Source Utility Customer Experience Conference.
Jack is more than just spreadsheets and forecasts. His clever wit will surprise and amaze you. When I asked him if he could invent one thing, his response was “awkward silence.” He’s called himself nerdy, which pretty much sums up his job. Jack is the business analyst at E Source; his job requires him to look at data, find patterns, and report those peaks and valleys to management so they can make better business decisions. He ultimately has big impacts on how E Source should be spending its money.
In terms of energy efficiency and light quality for pathway lights and other outdoor lighting at a zoo, there are several important issues to consider, including time-sensitive controls and a color temperature that’s appropriate for animal sleep patterns. Overall, LEDs seem to be a popular option for energy-efficient lighting retrofits in zoos because of the benefits they offer in terms of reduced energy use and improved quality of light.
After listening to and reading commentary on 26 electric and gas utility interactive voice response systems (IVRs), we found five common issues that elicited the strongest negative emotions. The recordings and written commentary were provided by 16 reviewers we contracted last year to assess the usability of 96 electric and gas company IVRs for 10 key features as part of the “E Source Review of North American Electric and Gas Company IVRs: 2013.” Truly, any industry can benefit from following these five easy tips for improving your IVR, helping you create more-positive customer experiences. Remember, a happy caller is more likely to be kind to your contact center agents!