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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.

January 14, 2014 | Beth Hartman - Senior Research Associate | 0 comments

Do you want to hear where two of the region’s top policy experts think Boulder’s and Colorado’s energy future could be going? Join your fellow energy colleagues on Thursday, January 23, for an informative and fun evening at the Rocky Mountain chapter of the Association of Energy Service Professionals Energy Hour. Both Will Toor, former Boulder mayor and Boulder County commissioner, and Tom Plant, former Colorado state representative and current director of the Governor’s Energy Office, will participate in a lively panel discussion. Come check it out!

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January 13, 2014 | Ira Krepchin - Research Director | 0 comments

At E Source we’ve developed a lot of expertise over the years in energy-efficiency retrofits for commercial buildings—which measures are available, how well they work, how to evaluate their cost-effectiveness, and how to look at the interactions among the various measures. It was thus gratifying when we got a chance to work with the National Renewable Energy Laboratory and several other organizations to put all this knowledge into a series of Advanced Energy Retrofit Guides (AERGs) covering grocery stores, K–12 schools, and healthcare facilities. Other AERGs discuss office buildings and retail outlets.

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January 13, 2014 | Beth Hartman - Senior Research Associate | 0 comments

Future utility customers for 2020 and beyond, often referred to as the millennial generation or millennials, present unique challenges and opportunities in marketing. Overall, millennials are more diverse than the generations that preceded them, incorporating a broad range of characteristics and demographics. From a marketing perspective, however, many of these customers’ expectations and behaviors are actually fairly similar, based on data from the E Source Residential Customer Insights Center and other research. Along with addressing this group’s diverse demographics, marketers should consider three main areas of focus based on similarities in behavior: digital communications channels, social marketing strategies, and environmental impact messaging.

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January 6, 2014 | Lindsey Sajban - Marketing Assistant | 0 comments

Neil knows how to impress! In his role as software developer, he’s helped us accomplish some pretty spectacular projects, including designing and launching our beautiful new website, deploying our e-mail automation software, and rocking out our events web page! He has this amazing ability to hear what your challenges are and come up with several ideas for solutions before you even leave a meeting, which really puts you at ease. He’s also our resident Canadian, charmingly checkering his sentences with “aboot”s instead of “about”s, one of the many things that make Neil so endearing, eh?

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January 2, 2014 | Kate Merson - Research Manager | 0 comments

If your retrocommissioning (RCx) program is like most other utilities’, it may not be living up to its full potential. At least that’s what we learned after reviewing 19 utilities’ RCx programs in 2013. Based on our review of many RCx evaluations and interviews with program managers of some of the best-in-class RCx programs, we discovered five strategies other utilities have used to spruce up their RCx programs that can work for you too.

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Topics: Commissioning
January 2, 2014 | Eryc Eyl - Senior Research Associate | 0 comments

According to the “E Source Customer Experience Management: 2012 Survey Results” (PDF), only 34 percent of utilities surveyed had attempted customer journey mapping. That’s a shame because a customer journey map, done well, is one of the most powerful tools a utility—or any business—can have to understand what it really feels like to be a customer.

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December 13, 2013 | Rich Goodwin - Product Manager, Customer Experience & Marketing | 0 comments
A lot of customers have their first contact with a utility by either accessing the website or calling the contact center. How you present your utility can make a first impression that lasts a long time—good or bad! So it’s important that these two contact channels be designed to provide the best possible experience for your customers. E Source just completed its Review of North American Electric and Gas Company IVRs: 2013 and its Review of North American Electric and Gas Company Websites: 2013. Our findings were enlightening.

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December 12, 2013 | Eryc Eyl - Senior Associate, Customer Experience & Marketing | 0 comments
I’ve spoken with several utilities that have a vague, uneasy sense that their culture won’t deliver the optimal customer experience. Often, they look to customer experience leaders outside the industry—Zappos, Google, Amazon—as models for the culture they want to create. But here’s the hard truth: No other organization’s culture is the right culture for your organization. Each utility has its own unique personality, mission, vision, and goals. And a healthy culture is the culture that enables your organization to achieve these things.

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December 10, 2013 | Kate Merson - Research Manager | 0 comments
Each year, we get dozens upon dozens of inquiries from our members asking which utilities are offering on-bill financing (OBF) programs to spur their customers to take energy-efficiency action. Even more importantly, they’re wondering which programs are having success. Well, this year, we researched nearly 40 utility on-bill financing programs to give our members answers. What did we learn? For the full scoop, check out the two reports we published on the subject.

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December 7, 2013 | Beth Hartman - Senior Research Associate | 0 comments
Using appropriate language when asking people to get involved with climate-change mitigation can be just as important as the words we use when discussing prevention. For instance, telling people to “prepare for extreme weather” is much more motivating than asking them to “adapt to climate change,” which is a vague and potentially controversial request. Moreover, the idea of being prepared is a fundamental value for traditionally self-reliant Americans, and individual weather events are extremely tangible and specific, easily capturing people’s attention.

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