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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.

April 8, 2014 | Kym Wootton - Senior Marketing & Communications Manager | 0 comments

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.

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April 4, 2014 | Kym Wootton - Senior Marketing & Communications Manager | 0 comments

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.

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April 3, 2014 | Kym Wootton - Senior Marketing & Communications Manager | 0 comments

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.

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April 2, 2014 | Kym Wootton - Senior Marketing & Communications Manager | 0 comments

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.

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April 2, 2014 | Lindsey Sajban - Marketing Assistant | 0 comments

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.

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March 28, 2014 | Beth Hartman - Research Analyst | 0 comments

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.

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Topics: LEDs
March 18, 2014 | Sarah Fiebiger - Senior Analyst, Market Research Services | 0 comments

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!

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March 5, 2014 | Beth Hartman - Senior Research Associate | 0 comments

Like E Source, many energy research and consulting firms write reports for their clients, but we take the advisory process a step further by answering specific questions from our customers, creating customized responses on demand. This service is particularly valuable during the beginning of the year, when numerous utilities are working extra hard to plan and launch their energy-efficiency programs, respond to regulatory requests, and more.

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February 27, 2014 | Beth Hartman - Senior Research Associate | 2 comments

Along with lowering energy bills and improving results for a variety of specialized greenhouse crops such as flowers, lettuce, and tomatoes, LED lighting can reduce costs and improve growth results for large indoor commercial marijuana grow operations. With the recent legalization of cannabis for recreational use in both Colorado and Washington State, now is the time for utilities to learn more about how to help these large commercial customers better manage their electricity bills through implementing energy-efficiency programs with LED lighting.

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February 11, 2014 | Beth Hartman - Senior Research Associate | 0 comments

One of my favorite sessions at the 2014 Association of Energy Services Professionals (AESP) National Conference in San Diego showcased how Georgia Power is teaching children about electricity using the power of movement and physical interaction. The speakers were former teachers who now travel around to schools all over the utility’s service territory talking about conductors, insulators, and generators. On the first day, they had the entire room up on their feet, dancing alternately to fast and slow music as we imitated electrons moving through different materials. The next day, my colleague Bryan was the first to get up and sing karaoke at the patio party happy hour, so the musical theme continued. Check out the video of Bryan crooning, and read on for more details from my panel discussion on social media, as well as from presentations by my colleagues Ti Mougne and Bill LeBlanc.

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