Fall 2012 E Source Customer Experience Executive Council
October 2, 2012
October 2, 2012, in Denver, Colorado This valuable, highly interactive roundtable has grown out of the popular “Peer Problem-Solving” sessions held at the E Source Forum in past years. Meeting customer service expectations through your utility call center, interactive ...
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Update on Appliance Efficiency Standards
May 22, 2012
This 25-minute video highlights some of the key findings from a report recently released by the American Council for an Energy-Efficient Economy and the Appliance Standards Awareness Project entitled "The Efficiency Boom: Cashing In on the Savings from Appliance Standards."
Content type: Tech Brief | Document ID: TAS-TB-3 | Author: Katie Elliott
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Proactive Outage Communications
May 22, 2012
May 2012 issue of the E Source Business Market newsletter.
Content type: Service E-mail | Document ID: BMS_SE_5-22-12
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Get to Know an E Sourcer: Erin Johnson
May 22, 2012
As the editor for E Source marketing (among many other things), Erin is solely responsible for making me sound good. In fact, she even edited this very blog post—and nearly every other post on the blog.
Content type: E Source Blog | Document ID: ES-Blog-5-22-12-Johnson | Author: Kym Wootton - Senior Manager of Marketing Communications
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Utility Customer Experience Conference Recap
May 18, 2012
May 2012 issue of the E Source Customer Experience newsletter.
Content type: Service E-mail | Document ID: CES_SE_5-18-12
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Top 3 Questions from Customer Experience 101
May 18, 2012
The day before the 2012 E Source Utility Customer Experience Conference, we held a preconference session titled "Getting Prepared for Customer Experience Management" to answer some basic questions, much like a Customer Experience 101 course.
Content type: E Source Blog | Document ID: ES-Blog-5-18-12-CE101 | Author: Sarah Fiebiger - Senior Research Associate
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Finally, Something That Leads to Bipartisan Collaboration: Smart Meters
May 18, 2012
I suppose it’s not bizarre that smart meters are gathering both bipartisan support and opposition: The topic doesn’t fit neatly along any party lines. Different states are taking different paths, leading to patchwork decision-making.
Content type: E Source Blog | Document ID: ES-Blog-5-18-12-SmartMeters | Author: Melanie Wemple - Research Associate
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We Need to Find Ways to Get Our Customers to Complain More!
May 16, 2012
I started following Tammy McLeod, chief customer officer (CCO) at APS and 2010 winner of CCO of the year, on Twitter about three years ago. Her tweets are sharp, personable, and informative; however, I was certain that I would never get the chance to actually meet her in person. Well, I did.
Content type: E Source Blog | Document ID: ES-Blog-5-16-12-Complain | Author: Matthew Burks - Senior Product Manager for E Source Customer Experience Services
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What Can the Utility Industry Learn from Zappos?
May 16, 2012
During our 2012 E Source Utility Customer Experience Conference last week, we had the fantastic opportunity to tour the Henderson, Nevada, facility of online retailer Zappos and meet with Zappos Insights staff.
Content type: E Source Blog | Document ID: ES-Blog-5-16-12-Zappos | Author: Maureen Russolo - Director of E Source Customer Experience Services
Electric Transportation
May 16, 2012
It’s been about nine months now since I got my Leaf. (You’re probably familiar with the product, but to be sure, it’s an all-electric Nissan automobile.) I love the car, but just like the rest of life, it has plusses and minuses.
Content type: E Source Blog | Document ID: ES-Blog-5-16-12-Ride | Author: Mike Weedall - Senior Advisor
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Using Gross Savings to Evaluate Programs
May 15, 2012
May 2012 issue of the E Source Efficiency Services newsletter.
Content type: Service E-mail | Document ID: EDRP-TAS_Efficiency_SE_5-15-12
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The 19th Annual Energy Managers' Roundtable Was a Success!
May 15, 2012
May 2012 issue of the E Source Energy Managers' Network newsletter.
Content type: Service E-mail | Document ID: EMN_SE_5-15-12
October 17, 2011 | Updated: May 15, 2012
Office buildings account for 22 percent of energy use by U.S. commercial buildings. In a challenging real estate market, utilities can help property managers fill vacancies by making their properties more attractive and green while advancing their demand-side management goals.
Content type: Sector Snapshot | Document ID: BAM-S-3 | Author: Dulcey Simpkins
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The Mercury and Air Toxics Standards
Potential Impacts on Grid Reliability and Electricity Prices
May 14, 2012
Are we really headed for a "train wreck" with the U.S. Environmental Protection Agency’s Mercury and Air Toxics Standards (MATS)? This report will help energy managers and other energy-industry analysts assess their organizations' exposure to the issues related to MATS.
Content type: Research Brief | Document ID: EMN-RB-5 | Author: Jonathan Nelson
What Utilities Can Learn from FedEx
May 14, 2012
When you see the FedEx logo or the company is mentioned to you, what comes to mind? For me, I immediately think of a very successful, customer-focused company that exudes excellent experiences.
Content type: E Source Blog | Document ID: ES-Blog-5-14-12-FedEx | Author: Rich Goodwin - Manager of E Source Customer Experience Services
Yeah, I’m Smarter Than a Computer
Insights from the "Turn Data into Dollars" Session at the 2012 Energy Managers' Roundtable
May 11, 2012
Just to be clear, I don't think I'm personally smarter than a computer (and I definitely don't want Skynet to think I said that), but the person who did was trying to make a point. I'm talking about the "Turn Data into Dollars" session from our recent E Source Energy Managers' Roundtable.
Content type: E Source Blog | Document ID: ES-Blog-5-11-12-Computer | Author: Lee Hamilton - Research Associate
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How to Choose the Optimal DSM Tracking System
Results from an E Source Roundtable Discussion
May 11, 2012
In February 2012, E Source convened a roundtable web conference with representatives from Long Island Power Authority, National Grid, and Southern California Edison to learn how they selected and implemented DSM tracking systems. This report shares their strategies and lessons learned.
Content type: Focus Report | Document ID: EDRP-F-40 | Author: Alexandra Behringer
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Energy Costs as a Percentage of Shipments
May 9, 2012
Do you have any data that show the percentage of a business’ overall costs that are spent on electricity and total fuels? We’re trying to see which of our customers are most vulnerable to bill volatility.
Content type: Ask E Source | Document ID: BCO-AskES-8 | Author: Peter Criscione
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Grassroots Marketing Tactics
May 9, 2012
May 2012 issue of the E Source Residential Market Service newsletter.
Content type: Service E-mail | Document ID: RES_SE_5-9-12
2012 E Source Utility Customer Experience Conference
May 7, 2012
The 2012 E Source Utility Customer Experience Conference is packed full of customer experience (CE) experts from both inside and outside the utility industry. This conference is designed to help utilities optimize their focus regardless of how far along they are in their CE journey.
Content type: Utility Customer Experience Conference
Get to Know an E Sourcer: Lee Hamilton
May 4, 2012
When I first met Lee Hamilton, it wasn’t my first thought that he could win in a Paul Bunyan look-alike contest, but it was pretty close second. Lee’s quick, sarcastic sense of humor keeps the technology research team laughing.
Content type: E Source Blog | Document ID: ES-Blog-5-4-12-Hamilton | Author: Kym Wootton - Senior Manager of Marketing Communications
Six Things You Always Wanted to Know About Utility Account Managers but Were Afraid to Ask
May 3, 2012
In my nearly 10-year career at E Source, I've focused primarily on residential energy-efficiency programs and related marketing approaches, so I hesitated when I was asked to take the lead on the 2011 Account Management Assessment. I'm glad I took on the challenge because it was a great experience.
Content type: E Source Blog | Document ID: ES-Blog-5-3-12-AMA | Author: Alexandra Behringer - Research Manager
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A Creative Twist on Marketing: Austin Energy’s Refrigerator Art Campaign
May 2, 2012
Austin Energy’s refrigerator art campaign represents a unique approach to utility program marketing. Discover how the utility worked with four local school districts to use art to spread the word about its refrigerator recycling program.
Content type: Interview | Document ID: RES-INT-4-12-Austin | Author: Katie Ruiz
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Outage Communications for Business Customers
Doing It Right Can Drive Satisfaction Higher
May 2, 2012
Engaging in proactive outage communications is one of the key ways to keep business customers satisfied. This report looks at the primary methods that utilities are using to communicate successfully with large, key account customers and small-to-midsize business customers.
Content type: Research Brief | Document ID: BMS-RB-3 | Author: Kim Burke
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LEDs, Cockroaches, and Hybrid Ground-Source Heat Pumps
May 1, 2012
May 2012 issue of E Source Tech News.
Content type: Service E-mail, Tech News | Document ID: TAS-TN-5-12
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Smart Is As Smart Does
April 26, 2012
April 2012 issue of the E Source Intelligent Grid Service newsletter.
Content type: Service E-mail | Document ID: IGS_SE_4-26-12
Help E Source Find the Best Utility Ads
Call for Ad Contest Judges
April 26, 2012
Each year, I’m one of those people who can’t wait to see the TV commercials during the Super Bowl. I love to size up their creativity, memorability, and originality. One of my favorites from 2012 was the Volkswagen ad with the dog on a fitness plan.
Content type: E Source Blog | Document ID: ES-Blog-4-26-12-AdJudges | Author: Wendy Bloechle - Vice President of Marketing and Customer Service
Pepco's Rise from the Ashes and the Impact of Customer Experience
April 25, 2012
Last week, I interviewed Donna Mann, process owner of customer experience at Pepco. The stars must have been aligned because I had this interview lined up and then it was announced that Pepco was named most improved in customer satisfaction by ASCI. Could the timing be any more perfect?
Content type: E Source Blog | Document ID: ES-Blog-4-25-12-Pepco | Author: Justin Rickard
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How Can You Claim Savings from Building Codes?
April 25, 2012
Learn how several pioneering utilities discovered how to claim savings from building codes.
Content type: E NEWS | Document ID: ENews-4-12 | Author: Kate Drexler
Electric Vehicles Can Energize Local Economies
April 24, 2012
Can utilities profitably position themselves as the next economic engine within their communities? The short answer is, "Yes." We're still in the early innings of the EV ballgame, but I have reason to believe EVs will be net job creators, helping to arrest the flow of assets out of communities.
Content type: E Source Blog | Document ID: ES-Blog-4-24-12-Economies | Author: Justin Lowell Bellew - Guest Blogger
