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.
November 15, 2013 | Eryc Eyl - Senior Associate, Customer Experience & Marketing | 1 comments
Since we’ve just released the results of our 2013 utility web and IVR benchmarking study, my mind turns to the place where customer experience (CE) conversations often start—and where they also used to stop—customer satisfaction. Is it just me, or is the evolution of CE in the utility industry picking up some serious momentum? Though I’m not new to CE work, I am new to the utility industry, having just joined E Source two months ago. For me, it’s exciting to see so many utilities expressing sincere curiosity and concern about their customers’ rational and emotional perceptions of them. A holistic and complex view of CE seems to be taking hold among utilities, a view that encompasses not only customer service and satisfaction but also the broad range of interactions that occur when a customer researches, orders, pays for, or cancels products or services. However, two foundational concepts and concerns remain at the heart of the utility CE discussion: user experience (usually connected to a utility’s website or automated phone system) and customer satisfaction (usually related to reactive customer service agents and processes).
November 12, 2013 | Sarah Fiebiger - Manager, Market Research Services | 1 comments
Recently at E Source, we’ve been testing new ways of delivering information to our customers. Though we’ve dabbled in creating basic imagery for presentations and reports, we haven’t really tried creating your standard, stand-alone web presentation infographic before. So we decided to create a graphical story using some data from a study we completed earlier this year and to test it right here on our blog to see what people think. The infographic below (“Utilities Aren’t Quite Amazon.com with Customer Experience—Yet—but They Could Be!”) is the result. Please check it out and provide any feedback you have in the comments section below.
Topics: Customer experience
October 28, 2013 | Beth Hartman | 0 comments
Beyond just a channel for broadcasting outage or other crisis information, social media has become a creative way for utilities to promote products and services online, where many customers are already spending large amounts of time. One of the most important impacts of promoting products and services on social media comes from the viral network effects that can occur on these platforms when people begin sharing a company’s information with their own social groups.
Topics: Social media
October 1, 2013 | Julie Herman - Product Manager | 0 comments
As demand-side management (DSM) program executives and administrators are increasingly called upon to validate program performance and expenditures, benchmarking your programs is an important first step. E Source has just released our "2012 DSM Achievements and Expenditures" report, which reveals actual 2012 DSM results. All utility employees can benefit from reviewing this report and getting a perspective on how your achievements rate against 50-plus other utilities.
October 1, 2013 | Kate Drexler - Research Manager | 0 comments
We’ve all heard the adage about giving a man a fish versus teaching him to fish. For those drawing blanks, it goes, “If you give a man a fish, you feed him for a day. If you teach a man to fish, you feed him for a lifetime.” This principle embodies the spirit behind a new programmatic approach to serving commercial and industrial customers called strategic energy management (SEM) programs. SEM programs move away from traditional demand-side management approaches that give customers fish (that is, rebate incentives), and they instead teach customers how to fish, or, rather, how to manage their energy usage internally more strategically over a longer term.
September 27, 2013 | Matthew Burks - Director, Strategic Customer Relations | 0 comments
So you’ve gotten approval to spend time on this customer experience (CE) thing. Now what? Consider starting with the CE roadshow, an internal initiative that can help you build relationships, gather foundational information, and garner internal support for your efforts. The term “roadshow” often stirs up notions of large corporate initiatives that employees are highly wary of. But it’s really defined as smaller, personal, one-to-one or one-to-two meetings, not the bullhorn-at-the-all-hands-meeting approach. Your primary goals are to listen and learn.
Topics: Customer experience
September 11, 2013 | Alexandra Behringer | 0 comments
Home energy reports (HERs) are the mainstay of behavioral energy-efficiency programs offered by utilities. These reports provide consumers with information on their household energy usage and give a comparison to the energy consumption of neighbors who have similar homes and equipment. Consumers also receive tips on ways to save energy. Although many of these programs focus on electricity savings, increasingly, utilities and statewide efficiency organizations are targeting gas savings through home energy reports.
September 10, 2013 | Janice Field - Associate Director | 1 comments
Are you getting ready for the E Source Forum? Our staff is gearing up for your arrival! Two of our annual staff rituals include Spirit Week (it’s like our version of the week before the big homecoming game) and a companywide meeting to talk logistics. As I prepare for the staff meeting, I thought I’d share a few tips and highlights to help you get ready for your trip to Denver!
August 27, 2013 | Chad Garrett - Manager | 0 comments
It’s that time of year again! The time when we E Source employees shift our thoughts from, say, the importance of utilities having positive brand associations, to mashed potatoes served in martini glasses and all the ways we’re willing to look foolish in exchange for a few laughs. Yes, the 26th Annual E Source Forum is right around the corner, with healthy doses of all these things. (OK, I’m not sure the potatoes are healthy, but they sure are tasty.)
August 23, 2013 | Chad Garrett - Manager | 0 comments
There are lots of reasons to attend conferences. They’re a wonderful way to breathe inspiration into your job, they can be filled with useful nuggets that you can apply immediately, and—let’s admit it—the occasional sponsored reception is a big plus. You’ll find all of that at the 26th Annual E Source Forum, which is taking place in Denver from September 17 to 20. In my role as organizer of a session called "Drive Deeper Engagement with Business Marketing," I’m drawing on the creativity and expertise of three speakers to help our industry expand the way we think about reaching business customers.