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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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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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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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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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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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
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
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
I Like My Ride
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
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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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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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
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
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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
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
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Data on Data Centers and Information on Information Technology
April 24, 2012
April 2012 issue of the E Source Business Market newsletter.
Content type: Service E-mail | Document ID: BMS_SE_4-24-12
Get to Know an E Sourcer: Adam Maxwell
April 20, 2012
To say Adam is active is an understatement. Last summer, he won an E Source contest challenging our staff to see how many miles they could ride on a bike—but it was slightly more complicated than that. The rules factored in those times when employees could have riden a bike, but chose a car ...
Content type: E Source Blog | Document ID: ES-Blog-4-20-12-Maxwell | Author: Kym Wootton - Senior Manager of Marketing Communications
April Is National Safe Digging Month: What Are You Going to Do About It?
April 17, 2012
As I was preparing my garden for planting this past weekend, I remembered that April is National Safe Digging Month, and I thought it was the perfect time to remind utilities to get the word out to customers about safe digging.
Content type: E Source Blog | Document ID: ES-Blog-4-17-12-Gas_Safety | Author: Rachel Cooper - Senior Research Associate
How Does Your Low-Income Program Stack Up?
April 17, 2012
April 2012 issue of the E Source Efficiency Services newsletter.
Content type: Service E-mail | Document ID: EDRP-TAS_Efficiency_SE_4-17-12
New Name, Same Great Service!
April 17, 2012
April 2012 issue of the E Source Energy Managers' Network newsletter.
Content type: Service E-mail | Document ID: EMN_SE_4-17-12
Are LEDs Too Good or Not Good Enough?
April 13, 2012
I've seen a growing number of good light-emitting diode (LED) products out there (and still a lot to be wary of), but I've also been hearing about concerns that some of those products may be "too good!"
Content type: E Source Blog | Document ID: ES-Blog-4-13-12-LEDs | Author: Ira Krepchin - Research Director
Meet Your Customers Where They Are
Recapping Day 2 of the 4th Annual E Source Utility Marketing Conference
April 13, 2012
Now that you're all caught up on Day 1 of the 4th Annual E Source Utility Marketing Conference, it's time for a rundown of Day 2. Bill LeBlanc, senior advisor at E Source, kicked things off and said the reason things stay the same is that there’s a lack of incentive to change.
Content type: E Source Blog | Document ID: ES-Blog-4-13-12-UMC | Author: Kym Wootton - Senior Manager of Marketing Communications
