Filters
Topic: Strategy & planning 
(remove) Results
NEW!
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
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
NEW!
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
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
Why Utility Customer Experience Matters and What It Means for You
UMC 2012 Presentation
April 12, 2012
“Customer experience management” has been a buzz phrase for several years outside of the utility industry, but it’s now starting to gain traction in the utility world. What is customer experience management? Why should you care? How do you get started? This session will pull many of the conference’s ...
Content type: Slides, Utility Marketing Conference | Author: Maureen Russolo
They Really Like Me! Social Marketing Touches a Nerve with Businesses
UMC 2012 Presentation
April 11, 2012
You’ve heard about successful social marketing strategies that influence behaviors by emphasizing social norms and creating incentives through public transparency. But what does that mean for your business customer marketing? We’ll highlight successful case studies in which utilities used the social ...
Content type: Slides, Utility Marketing Conference | Author: Heather Mulligan
Advancing Utility Marketing ROI Measurement
UMC 2012 Presentation
April 11, 2012
In the utility industry, measuring the return on investment (ROI) for marketing is difficult. Con Edison leverages a tactic called marketing mix modeling (MMM) that’s used in other industries, and is exploring its potential for utilities. Come to this session ready to learn about how MMM can be applied ...
Content type: Slides, Utility Marketing Conference | Author: Madlen Massarlian
What Utilities Can Learn from NASCAR
April 11, 2012
I'm here at the 4th Annual E Source Utility Marketing Conference in Charlotte, North Carolina, the unofficial home of NASCAR. Listening to our keynote speakers from the racing industry really got me fired up about what utilities can learn from other industries, namely how crucial it is to focus ...
Content type: E Source Blog | Document ID: ES-Blog-4-11-12-NASCAR | Author: Stephanie Spalding - Research Manager
What the Heck Is Sustainability? A Primer for Utilities
Part 1
April 3, 2012
We're starting a many-part series of blog posts on sustainability for the utility industry. Why? Because we agree wholeheartedly with Jon Wellinghoff, who said, “Utilities must change or die.”
Content type: E Source Blog | Document ID: ES-Blog-4-3-12-SustainabilityPrimer | Author: Justin Rickard - Research Manager, Kevin Vranes - Director of Energy Management Services
Identifying and Improving Key Moments of Truth
March 30, 2012
Identifying and improving key moments of truth is an important component of customer experience management that can have positive impacts financially as well as on customer satisfaction and brand loyalty. Gain insights in this area from Duke Energy and a transportation and business services company.
Content type: Research Brief | Document ID: ECM-RB-1 | Author: Sarah Fiebiger
Bundle Up for Energy Savings
March 21, 2012
Learn how utilities can increase savings for their DSM portfolio by bundling programs.
Content type: E NEWS | Document ID: ENews-3-12 | Author: Dulcey Simpkins, Melanie Wemple
Stretching Your AMI Business Case to Cover Low-Income Concerns
February 28, 2012
February 2012 issue of the E Source Intelligent Grid Service newsletter.
Content type: Service E-mail | Document ID: IGS_SE_2-28-12
What Are the Different Types of C&I Behavioral Programs?
February 21, 2012
February 2012 issue of the E Source Efficiency Services newsletter.
Content type: Service E-mail | Document ID: EDRP-TAS_Efficiency_SE_2-21-12
Will California’s Global Warming Policies Drive Up Electricity Prices 20 Percent by 2020?
February 17, 2012
How will cap and trade affect the cost of energy in California? Electricity bills in California are projected to rise 20 percent over and above inflation and other naturally occurring price increases, according to models of the state's carbon regulations and renewable energy standard.
Content type: Research Brief | Document ID: CEMC-RB-3 | Author: Dulcey Simpkins, Todd Camnitz
Efficiency Beyond Widgets: C&I Behavioral Program Options
February 7, 2012
This review of behavioral program options for the commercial sector helps demand-side management program managers view the lay of the land for programs that focus on changing how people think about and use energy, rather than on installing efficient devices.
Content type: Research Brief | Document ID: EDRP-RB-22x | Author: Dulcey Simpkins
Don’t Let Fairness Concerns Derail Your Smart Grid Business Case
December 27, 2011
Utilities lack sound intelligence on pricing-program implications for verified hardship customers—those whose households meet some poverty level measure and qualify for bill assistance. Regulators' fairness concerns about pricing programs can be addressed with the strategies outlined in this report. ...
Content type: Research Brief | Document ID: IGS-RB-10 | Author: Dulcey Simpkins
Gaining Efficiencies Through Residential Product Bundling
December 19, 2011
Today’s consumers are well accustomed to product bundles, and they expect meaningful value from them. As some utilities try to capitalize on this customer desire, they’re finding that product bundling not only helps meet consumer expectations but also helps achieve program administrator goals. ...
Content type: Research Brief | Document ID: RES-RB-12 | Author: Melanie Wemple
Why the Electric Vehicle Your Customers Buy Matters
November 18, 2011
All-electric vehicles are outselling plug-in hybrid electric vehicles by a wide margin. Such buying habits conflict with surveys in which respondents express a clear preference for the plug-in hybrids. Should utilities get involved in the market to influence their customers’ choices?
Content type: Executive Edge | Document ID: Edge-11-11 | Author: Jay Stein
Which Electric Vehicles Your Customers Buy Really Does Matter
Briefing
November 18, 2011
All-electric cars may be outselling plug-in hybrids (electric vehicles with backup gasoline engines), but we see several reasons why electric utilities may want to influence their customers to reverse such purchasing inclinations.
Content type: Handout | Document ID: Edge-11-11-Briefing | Author: Jay Stein
Looking to the Future
November 17, 2011
November 2011 issue of the E Source Utility Communicators Service newsletter.
Content type: Service E-mail | Document ID: UCS_SE_11-17-11
Behavior-Change Programs
November 8, 2011
November 2011 issue of the E Source Residential Market Service newsletter.
Content type: Service E-mail | Document ID: RES_SE_11-8-11
Effective Crisis Communications
October 20, 2011
October 2011 issue of the E Source Utility Communicators Service newsletter.
Content type: Service E-mail | Document ID: UCS_SE_10-20-11
Whose Data Are They Anyway?
September 29, 2011
September 2011 issue of the E Source Intelligent Grid Service newsletter.
Content type: Service E-mail | Document ID: IGS_SE_9-29-11
A Smart Grid Business Case Your Customers Will Buy
Forum 2011 Presentation
September 21, 2011
A Smart Grid Business Case Your Customers Will Buy In the beginning, there were energy savings. Considering lessons learned from early rollouts and demonstrations, it’s clear that smart grid success should not hinge on customer behavior. Utility representatives who are developing ...
Content type: Forum, Slides | Author: Jim Parks
MLGW’s Focus on Customer Impacts
Forum 2011 Presentation
September 21, 2011
A Smart Grid Business Case Your Customers Will Buy In the beginning, there were energy savings. Considering lessons learned from early rollouts and demonstrations, it’s clear that smart grid success should not hinge on customer behavior. Utility representatives who are developing ...
Content type: Forum, Slides | Author: Becky Williamson
A Look at ComEd's E-mail Marketing Program
Forum 2011 Presentation
September 20, 2011
Compelling Residential Marketing Strategies Across the marketplace, innovative marketing tactics and methods are being used to capture the attention and participation of residential customers. Come learn about some of the compelling strategies that utility marketers have successfully ...
Content type: Forum, Slides | Author: Tony Bustamante
2010 Massachusetts Statewide Campaign
Forum 2011 Presentation
September 20, 2011
Compelling Residential Marketing Strategies Across the marketplace, innovative marketing tactics and methods are being used to capture the attention and participation of residential customers. Come learn about some of the compelling strategies that utility marketers have successfully ...
Content type: Forum, Slides | Author: Susan Komornik
Moving Beyond Standard Energy-Efficiency Marketing Messages
September 13, 2011
September 2011 issue of the E Source Residential Market Service newsletter.
Content type: Service E-mail | Document ID: RES_SE_9-13-11
Awesome Business Ads
Slides
August 31, 2011
These are the web conference slides.
Content type: Slides | Document ID: BCO-WC-8-11-BusinessAds-SL | Author: Jenny Field
Awesome Business Ads
Recording
August 31, 2011
This is the web conference recording.
Content type: Recording | Document ID: BCO-WC-8-11-BusinessAds-R | Author: Jenny Field
