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.
Customers never cease to amaze me. Learning what makes them tick and how we can connect with them is a never-ending journey. Over the past year or two, I’ve learned a few things about our customers that have surprised me, and I’ve dispelled some myths. Perhaps some of these insights are also true of your customers.
Market research studies show that customers who are more aware of energy-efficiency (EE) programs have improved satisfaction, even if they don’t participate in those programs. However, increased program awareness can often lead to higher program participation rates, and this augmented level of participation improves customer satisfaction as well as brand perception. Utilities that wish to enhance their customer satisfaction and brand ratings, as well as increase program participation, may, therefore, want to focus on raising awareness of EE programs through targeted marketing efforts to both business and residential customers.
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!
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.
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.
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?
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.
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.