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.
For many (hopefully most) utility customers, the bill is the singular point of contact between the individual and the utility. Ignore it, and you’ll be left in the dark. But for all its importance, the bill is practically indecipherable by customers. Many utilities are rethinking the design of their bills and asking themselves, “How can we redesign the bill for a truly great customer experience?”
Each year, the tech team at E Source chooses the biggest technology developments of the past 12 months. Our recent report details the top 22 technologies, but here we list our top 5 picks, which include huge leaps forward in LED lighting, home automation technologies, laundry, water heating, and more.
Social media is a hot topic for businesses. It’s a fast-paced environment that’s quickly becoming more accessible to a wider range of customers. In 2014, we conducted a survey of 57 utility companies, asking them about their social media goals, policies, staffing, budgets, and metrics, as well as which channels they’re using for which audiences. We also asked utility respondents which of their fellow energy providers they perceived to be doing an extraordinary job with social media. Here are their top 10!
In the digital communications age, you can get a notification for just about anything—and everything. A preference center can help utility customers ensure that they’re getting the alerts that are important to them. It can also improve enrollment in utility communications, inform utilities about customer needs, and divert calls to the contact center. A recent E Source report describes how to implement a preference center that delivers value for the utility and meets customer expectations.
Interest in home automation—of which home energy management (HEM) is a subset focused on energy use—is nothing new. Science fiction writers started describing this kind of functionality in the 1920s (shortly after the advent of electric appliances), and futuristic demonstrations of how automated electrified homes might make life easier for residents were included in multiple World’s Fairs starting in the 1930s. A variety of factors—including technological limitations, high first costs, lack of a standardized communication protocol, and dubious benefits for users—all conspired to keep home automation from achieving widespread market penetration in the decades to follow. However, after nearly a century of interest, HEM finally seems poised to hit the mainstream.
Saving energy through human behavior is often as simple as turning off lights when they aren’t in use, but that’s not as easy as it sounds. To learn which strategies are most effective at changing consumer energy behavior, several E Sourcers attended the Behavior, Energy, and Climate Change conference last week in Washington, DC. Read on for some of our most memorable takeaways and to see a couple of the audience’s favorite videos from E Source senior advisor Bill LeBlanc’s film festival.
What do you get when you take 50 employees and 50 plus man-hours? An epic holiday card, that’s what! This year, a team of three had the great pleasure of putting together our annual holiday card. And at E Source, our cards aren’t your average buy-a-stack-of-preprinted-greeting-cards-and-tediously-write-“Happy Holidays!”-on-each-one-type cards. Ours require much more thought. You may know what I mean if you received our now-legendary 2013 holiday card. Read on to learn what it took to put together this year’s creation.
In typical multifamily buildings with central hot water systems, hot water is continuously pumped in a loop, 24/7, to be immediately available to occupants, whether they need it or not. Replacing this system with a demand-controlled recirculation system can cut pump run time by about 90 percent and save about 14 percent of domestic hot water gas consumption. A recent E Source report gives all the details.
You’ve probably heard the buzz around trade allies and the slew of benefits they can bring. In turn, you’ve likely recruited a troop of contractors that’s so strong, it will make your fellow efficiency program implementers weak in the knees. But how do you keep your contractors engaged so you can reap the rewards of the network? We give you eight strategies that could help.
It’d be nice if there were a simple answer to how to structure your customer experience team. But that answer depends on so many variables that any single recommendation would fall short. Rather than provide an overly general and inadequate suggestion, E Source is giving its members something much more helpful: more questions.