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E Source E-Channel Leaders Group Call
June 20, 2012
Join our inaugural call, in which we’ll go around the phone to find out what utility web professionals from across the U.S. and Canada are currently working on, what is going well, and what isn’t, and we'll share solutions and best practices in real time.
Content type: Leadership Call | Document ID: ECS_LC-6-12_Echannel | Author: Matthew Burks
The Latest Trends in Utility E-Business
May 23, 2012
Hear the results of the 2012 E Source E-Business Metrics Survey and compare your metrics to industry benchmarks. Learn what it means for utilities, discover how e-business metrics have changed over time, and discuss challenges and successes with your peers.
Content type: Web Conference | Document ID: ECS-WC-5-12-MetricsFindings | Author: Sarah Fiebiger
From High Tech to Low Energy: Finding the Key to Behavior Change
UMC 2012 Presentation
April 11, 2012
High-tech companies need to meet their customers' requirements for functionality, speed, and user interface to compete in their fast-paced markets. One way they accomplish this is through user-centered design, which endeavors to understand the user experience (UX) inside and out. Utilities can apply ...
Content type: Slides, Utility Marketing Conference | Author: Susan Mazur-Stommen
The Branded Utility Customer Experience
April 9, 2012
In my opinion, a utility's brand is far more than a logo design and application, color palette, or creative platform. Your brand strategy should articulate your brand promise and define the optimal customer experience that you're trying to deliver.
Content type: E Source Blog | Document ID: ES-Blog-4-9-12-BrandedExp | Author: Maureen Russolo - Director of E Source Customer Experience Services
How the E-Channel Affects Your Brand
April 9, 2012
Congratulations! You recently redesigned your website; the new logo looks great, the pictures of smiling customers and happy customer care agents look fantastic, and the new tab structure was designed perfectly, allowing people to quickly find the pages they need.
Content type: E Source Blog | Document ID: ES-Blog-4-9-12-E-Channel | Author: Matthew Burks - Senior Product Manager for E Source Customer Experience Services
Top Utility E-Channel Trends 2012
March 22, 2012
Join us to discover the most exciting e-channel trends of the past six months and gain insights into the topics your peers are taking on. Our customer experience team will present the latest insight into providing personalized online content, mobile applications, social media, and more.
Play audio and video (streaming video)
Download presentation (PDF)
Content type: Web Conference | Document ID: EBiz-WC-3-12-TopTrends | Author: Florence Connally
Top Utility E-Channel Trends 2012
Slides
March 22, 2012
These are the web conference slides.
Content type: Slides | Document ID: EBiz-WC-3-12-TopTrends-SL | Author: Florence Connally
What Is Customer Experience and Why Should You Care?
March 20, 2012
Customer experience isn’t just the newest buzz word—it’s an essential part of any business strategy. Join us to learn the benefits for utilities of creating a cohesive customer experience across all contact channels.
Play audio and video (streaming video)
Download presentation (PDF)
Content type: Web Conference | Document ID: CES-WC-3-12-CustExp | Author: Maureen Russolo
What Is Customer Experience and Why Should You Care?
Recording
March 20, 2012
This is the web conference recording.
Content type: Recording | Document ID: CES-WC-3-12-CustExp-R | Author: Maureen Russolo
What Is Customer Experience and Why Should You Care?
Slides
March 20, 2012
These are the web conference slides.
Content type: Slides | Document ID: CES-WC-3-12-CustExp-SL | Author: Maureen Russolo
The Top Five Ways to Improve Utility Websites
March 1, 2012
What are the top recommendations for improving the utility website for residential consumers?
Content type: Ask E Source | Document ID: EBiz-AskES-46 | Author: Florence Connally
Tablet-Optimized Websites
February 9, 2012
February 2012 issue of the E Source E-Business Service newsletter.
Content type: Service E-mail | Document ID: EBiz_SE_2-9-12
E Source E-Business Metrics Survey: 2012
Survey Definitions
February 8, 2012
This PDF contains the survey definitions for the E Source E-Business Metrics Survey: 2012. It provides further definitions and explanation for each metric listed in the Survey Instrument.
Content type: E Source Information | Author: Sarah Fiebiger
E Source E-Business Metrics Survey: 2012
Survey Instrument
February 8, 2012
This is the Survey Instrument for the E Source E-Business Metrics Survey: 2012. To participate, simply download this Excel file and fill it out. The survey looks at key e-business metrics and helps utilities compare the adoption of online services to other electric and gas companies.
Content type: E Source Information | Author: Sarah Fiebiger
E Source E-Business Metrics Survey: 2012
January 26, 2012
E Source is fielding the 2012 E-Business Metrics Survey. This survey will look at key e-business metrics and will help you compare the adoption of your online services to that of other electric and gas companies using the same standards.
Content type: About E Source Products & Services | Author: Florence Connally
Account Management Assessment 2011
Account Management Best Practices
December 14, 2011
Utility business account management groups often gauge their success by customer input, but a comparison to other utilities can deliver more-meaningful information. The 2011 Account Management Assessment provides in-depth, actionable data about account management practices across the utility industry. ...
Content type: Benchmark Study | Document ID: BAM-BMK-AMA-11 | Author: Alexandra Behringer, Sarah Fiebiger
Improve Your Website's "Make a Payment" Feature
October 6, 2011
October 2011 issue of the E Source E-Business Service newsletter.
Content type: Service E-mail | Document ID: EBiz_SE_10-6-11
Key Findings from the 2011 E-Business Metrics Survey: Data Sheets
October 5, 2011
These data sheets provide detailed responses for each of the metrics surveyed as part of the 2011 E-Business Metrics Survey.
Content type: Focus Report | Document ID: EBiz-F-32a | Author: Florence Connally, Stephanie Spalding
Key Findings from the 2011 E-Business Metrics Survey
October 5, 2011
Looking for the latest paperless billing adoption rates for the utility industry? How about other online and self-service metrics, such as electronic payments and service order requests? We have the answers!
Content type: Focus Report | Document ID: EBiz-F-32 | Author: Florence Connally, Stephanie Spalding
Mobile Solutions
Forum 2011 Presentation
September 29, 2011
Going Mobile In 2010, around 74 percent of the U.S. population used mobile phones, and 40 percent of adults used a mobile phone for Internet, e-mail, and instant messaging. As these percentages continue to rise, providing satisfying mobile solutions is becoming critical for many utilities. ...
Content type: Forum, Slides | Author: Chris Peduto
Tips for Providing a Stellar Customer Experience on the Web and IVR
September 21, 2011
Learn more about how to provide the best possible experience for customers who use your utility's website or interactive voice response system (IVR).
Content type: E NEWS | Document ID: ENews-9-11 | Author: Stephanie Spalding, Sarah Fiebiger
Industry-Specific Marketing
Forum 2011 Presentation
September 21, 2011
Business Customer Service: Doing More with Less Looking for innovative ways to improve the service you provide to your business customers while lowering your cost to serve? We’ll hear about some bold initiatives that have yielded great results, including website and business ...
Content type: Forum, Slides | Author: Cindy Marzofka
Key Findings from the 2011 Website Review
Forum 2011 Presentation
September 20, 2011
Highlights from the 2011 Web and IVR Benchmark Studies It’s been two years since we released our last benchmark studies on utility web sites and interactive voice-response systems (IVRs). A lot has changed since then, including the proliferation of smartphones and tablets. In ...
Content type: Forum, Slides | Author: Stephanie Spalding
The Need is Now for Mobile
Forum 2011 Presentation
September 20, 2011
Going Mobile In 2010, around 74 percent of the U.S. population used mobile phones, and 40 percent of adults used a mobile phone for Internet, e-mail, and instant messaging. As these percentages continue to rise, providing satisfying mobile solutions is becoming critical for many utilities. ...
Content type: Forum, Slides | Author: Dennis Crumb
Avistautilities.com - mobile
Forum 2011 Presentation
September 20, 2011
Going Mobile In 2010, around 74 percent of the U.S. population used mobile phones, and 40 percent of adults used a mobile phone for Internet, e-mail, and instant messaging. As these percentages continue to rise, providing satisfying mobile solutions is becoming critical for many utilities. ...
Content type: Forum, Slides | Author: Scott Steele
My Account
September 15, 2011
This Design Guide for the My Account feature provides an explanation of what we looked for, an analysis of our findings, screenshots of the best examples, do’s and don’ts, and direct quotes from our web reviewers.
Content type: Design Guide | Document ID: EBiz-DG-13 | Author: Kim Burke
Online Payment
September 15, 2011
This Design Guide for the Online Payment feature provides an explanation of what we looked for, an analysis of our findings, screenshots of the best examples, do’s and don’ts, and direct quotes from our web reviewers.
Content type: Design Guide | Document ID: EBiz-DG-21 | Author: Stephanie Spalding
My Account (Mobile)
September 15, 2011
This Design Guide for the My Account (Mobile) feature provides an explanation of what we looked for, an analysis of our findings, screenshots of the best examples, do’s and don’ts, and direct quotes from our web reviewers.
Content type: Design Guide | Document ID: EBiz-DG-14 | Author: Kim Burke
Online Payment (Mobile)
September 15, 2011
This Design Guide for the Online Payment (Mobile) feature provides an explanation of what we looked for, an analysis of our findings, screenshots of the best examples, do’s and don’ts, and direct quotes from our web reviewers.
Content type: Design Guide | Document ID: EBiz-DG-22 | Author: Stephanie Spalding
Account Balance
September 15, 2011
This Design Guide for the Account Balance feature provides an explanation of what we looked for, an analysis of our findings, screenshots of the best examples, do’s and don’ts, and direct quotes from our web reviewers.
Content type: Design Guide | Document ID: EBiz-DG-17 | Author: Kim Burke
