E Source
E-Business Newsletter

  January 2012

E Source Customer Experience Conference

Save the date! Our first-ever E Source Utility Customer Experience Conference will be held May 7–9, 2012, at the Green Valley Ranch in Henderson, Nevada.

We’ll begin in the early evening on Monday, May 7, with an opening reception, followed by two full days of sessions. Highlights include:

• Keynote presentation by Tammy McLeod, 2010 Chief Customer Officer of the Year
• Presentation from online retailer giant Zappos (get a sneak peak)
• Tour of the Zappos facility
• Presentation by Christopher Bevel, channel experience designer for FedEx Services

Learn more about the conference, and stay tuned for the full agenda!

At E Source, we define customer experience management as the process of deliberately planning and enhancing all customer interactions with a company to deliver superior service and inspire loyalty.

You can also check out our “primer” on customer experience, The Basics of Customer Experience Management by Justin Rickard (@ESourceJustin).

  Business Website Benchmarking Study

More and more utilities are providing support for small to midsize commercial customers via a dedicated website. We asked our members and other utilities whether a business website benchmarking study would be useful in helping utilities address this important customer segment. The consensus was a resounding “yes.” We’re now in the process of developing the study criteria and processes. We hope to have the study completed and published by the end of 2012. Look for more details on this new study in the next several months.

  Recent Blog Posts

Are You Participating in EITC Awareness Day? by Sarah Fiebiger (@ESourceSarah)

Does Next-Day Mail Delivery Matter Anymore? by Florence Connally

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