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.
What’s the right way to arrange your nascent customer experience management team? Do you have to have a chief customer officer? What are the best practices for channeling voice-of-the-customer data into the business to truly transform the customer experience? What lessons from other industries can utilities harness to shorten the learning curve?
As the E Source team gears up for our spring Utility Customer Experience Conference, we’re curious about where you are in your customer experience journey at your company. It’s time to take a short (fun!) quiz to find out where you stand.
The trouble with so many conferences—and the thing that keeps us all from retaining and applying what we learn—is that they’re too passive. Things are going to be different with the 2014 E Source Utility Customer Experience Conference in Orlando, Florida. If you’re looking for a conference where you can really get your hands dirty, this is the one.
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!
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.
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.
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?