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.
Excellent customer service is a must for any utility that’s serious about customer experience. In fact, because your customer service department has the most direct interactions with your customers, it has a great deal of influence on customers’ perceptions of the company. It’s a good idea to first ensure that your customer service reps have the right attitudes; then you can equip them with the knowledge, skills, tools, and resources they need to serve customers well. After that, you can empower them to take care of customers. But don’t stop there.
By now we’ve all heard about the US Environmental Protection Agency’s draft rule covering Section 111d of the Clean Air Act. And many are speaking to the ascendancy of energy efficiency as a preferred tool under this draft rule. But for me, there are two key terms in the proposal that should give pause to those of us laboring in the energy-efficiency field—draft and opportunity. Let me explain.
A new technology has entered the commercial laundry market: polymer bead laundry! Instead of using the standard 140 gallons of water per 60-pound load of laundry, this machine uses only 35 gallons per load. How does it do it? Tiny polymer beads agitate with the fabrics and absorb stains and grime, then they stay in the machine to be used again. And again. And again. For more than 100 loads. The machine is designed to recapture the beads after each load, so no beads are washed away with the water or stuck in your pockets. Did I mention that it operates with room-temperature water? Read on!
LED lights could last a lifetime—how do you make a business out of a product that will last so long? I was at a conference where someone asked a GE exec that question. And I found his answer, for the residential side of the business, very interesting. LED lamps will become like consumer electronics products, he said. People will buy bulbs based on new features, not just on whether or not the lamps have burned out.
As I collaborate with my E Source colleagues to put together the customer experience, marketing, and communications sessions for the 2014 Forum in Denver, I’m reminded of the wood paneling that covered my bedroom walls when I was a kid. In particular, there are a couple of panels we’re currently assembling that promise to reveal previously unseen patterns and secrets, just as those panels from my childhood did.
It’s always sunny when you’re in the presence of Haley Kaiser, associate analyst in our market research department. Since she started working at E Source, not a day has gone by where she wasn’t smiling. Haley is passionate about research and will impress you with her ability to look at a lot of data and pull out meaningful information, contributing to the quality and robustness of our many benchmark studies. Her fun-loving personality will dazzle you, and her love for dogs, hiking, and biking keeps her busy during her free time.
What do you call a country that has no gas or oil reserves, depends completely on imported fuels to generate electricity, and must subsidize most electrical sales because its residents earn such low incomes? You might be surprised … Jordan. I recently traveled to Jordan as part of a US Agency for International Development project. The utilities there have never initiated demand-side management (DSM) programs. So we helped them start.