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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

UPDATED!

Office Buildings

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

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

NEW!

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

Everything You Wanted to Know About Account Management, but Were Afraid to Ask

March 27, 2012

March 2012 issue of the E Source Business Market newsletter.

Content type: Service E-mail | Document ID: BMS_SE_3-27-12

New Way to Measure Utility Midsize Business Customer Satisfaction

E Source Develops Midsize Version of Gap and Priority Benchmark

February 13, 2012

Are you a fan of the E Source Gap and Priority Benchmark, a survey of utility large business customer satisfaction? Have you ever sat around the office daydreaming of the day when E Source would similarly measure the satisfaction of your midsize business customers?

Content type: E Source Blog | Document ID: ES-Blog-2-13-12-MidsizeBiz | Author: Sarah Fiebiger - Senior Research Associate

Communication Is the Key to Large Business Customer Satisfaction

January 24, 2012

January 2012 issue of the E Source Business Market newsletter.

Content type: Service E-mail | Document ID: BMS_SE_1-24-12

Gap and Priority Benchmark 2011

A Survey of Utility Large Business Customers

December 16, 2011

The 2011 Gap and Priority Benchmark surveyed 1,428 large business customers to assess how well utilities and account representatives are satisfying the needs of their business customers, and to identify steps utilities and account reps can take to better serve these important accounts.

Content type: Benchmark Study | Document ID: BAM-BMK-GPB-11 | Author: Kim Burke, Alan Seltzer

Best Practices for Business Customer Satisfaction

December 15, 2011

Develop your strategy for improving business customer satisfaction using evidence-based best practices. Join us as we highlight case studies from utilities that have put these practices into action and share key findings from 2011 E Source market research.

Play audio and video (streaming video)
Download presentation (PDF)

Content type: Web Conference | Document ID: BMS-WC-12-11-AMA | Author: Chad Garrett

Best Practices for Business Customer Satisfaction

Recording

December 15, 2011

This is the web conference recording.

Content type: Recording | Document ID: BMS-WC-12-11-AMA-R | Author: Chad Garrett

Best Practices for Business Customer Satisfaction

Slides

December 15, 2011

These are the web conference slides.

Content type: Slides | Document ID: BMS-WC-12-11-AMA-SL | Author: Chad Garrett

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

How Utilities Classify Key, Large, Midsize, and Small Business Customers

December 14, 2011

Why is it useful for utilities to designate business customers into size categories, and what criteria are used to make these distinctions?

Content type: Ask E Source | Document ID: BMS-AskES-3 | Author: Sarah Fiebiger

Contact Centers for Your Business Customers: Key Success Factors and Lessons Learned

September 6, 2011

Utilities can effectively serve their small and midsize business accounts through a dedicated business contact center.

Content type: Research Brief | Document ID: BMS-RB-6 | Author: Justin Rickard

Innovative Strategy: Marketing Programs by Business Type

July 26, 2011

July 2011 issue of the E Source Business Market newsletter.

Content type: Service E-mail | Document ID: BMS_SE_7-26-11

Dorm Energy Competitions

Motivating Your Future Customers to Establish Energy Conservation Habits

June 23, 2011

Dorm energy competitions at over 150 colleges and universities have successfully reduced energy consumption and raised awareness among students. Learn more about this innovative program type and how utilities can benefit by getting involved.

Content type: Research Brief | Document ID: EDRP-RB-6 | Author: Chelsea Hodge

Fueling Utility Economic Development Through Collaboration

May 19, 2011

Successful utility economic development initiatives typically share common traits: internal collaboration, executive support, and strong partnerships with external stakeholders. Key account managers also play a valuable role given that most job growth comes from existing businesses.

Content type: Research Brief | Document ID: BMS-RB-7 | Author: Kim Burke

Steps to Improving Large Business Customer Satisfaction

Results from an E Source Roundtable Discussion

April 14, 2011

How do utilities boost large business customer satisfaction? The 2010 E Source Gap and Priority Benchmark identified five key drivers, including outage and rate-change communications, attentiveness to customers’ business needs, and effective management of national accounts.

Content type: Focus Report | Document ID: BAM-F-5 | Author: Todd Camnitz

Credit and Collections in Canada

What I Learned in Montreal

March 22, 2011

I was in Montreal, Quebec, to speak about our research on creative low-income programs and the preliminary findings from the E Source IVR Review on payment-related tasks, but what I really found fascinating was hearing Canadian utilities discuss the challenges they've faced and how they're dealing ...

Content type: E Source Blog | Document ID: ES-Blog-3-22-11-Collections | Author: Sarah Fiebiger - Senior Research Associate

The Gap and Priority Benchmark Study Winners' Circle: What Makes Them So Successful?

March 18, 2011

In the 2010 E Source Gap and Priority Benchmark survey, were there any common themes among the top-performing utilities that have contributed to their success?

Content type: Ask E Source | Document ID: BAM-AskES-1 | Author: Bryan Jungers

Marketing Programs by Business Type

March 4, 2011

Unlike strictly technology-based approaches, a market-driven initiative that seeks out specific business sectors can help drive participation in multiple energy-efficiency programs, develop staff expertise, increase customer satisfaction, and focus marketing efforts.

Content type: Research Brief | Document ID: BMS-RB-8 | Author: Melanie Wemple

Summary Billing Programs

March 2, 2011

Which utilities have summary billing programs? How are those programs structured?

Content type: Ask E Source | Document ID: UCC-AskES-47 | Author: Alexandra Behringer, Sarah Fiebiger

Perspectives of Corporate Versus Local Energy Managers

Comparisons from the 2010 Gap and Priority Benchmark Survey

January 21, 2011

We contrast the perspectives of local versus corporate energy managers regarding their satisfaction with their utilities and utility account representatives.

Content type: Research Brief | Document ID: BMS-RB-10 | Author: Chad Garrett

The No. 1 Way to Drive Large Business Customer Satisfaction

Slides

November 17, 2010

Energy reliability, outage communications, and keeping energy prices low are critically important to your large business customers, but what really drives customer satisfaction is on-site interaction with their utility account representative.

Content type: Slides | Document ID: Edge-11-10-SL | Author: Mike Hildebrand

The No. 1 Way to Drive Large Business Customer Satisfaction

November 17, 2010

Content type: Executive Edge | Document ID: Edge-11-10 | Author: Mike Hildebrand

Five Steps to Improving Large Business Customer Satisfaction

November 3, 2010

Discover successful practices in five key areas that you can adopt to boost the satisfaction of your largest business customers. Join us for this group discussion, where you’ll hear from your peers at other utilities, and share your successes with them.

Play audio and video (streaming video)
Download presentation (PDF)

Content type: Web Conference | Document ID: BAM-WC-11-10-BizCustSat | Author: Ethan Brown

Five Steps to Improving Large Business Customer Satisfaction

Slides

November 3, 2010

These are the web conference slides.

Content type: Slides | Document ID: BAM-WC-11-10-BizCustSat-SL | Author: Ethan Brown

Five Steps to Improving Large Business Customer Satisfaction

Recording

November 3, 2010

This is the web conference recording.

Content type: Recording | Document ID: BAM-WC-11-10-BizCustSat-R | Author: Ethan Brown

Walmart’s Initiative on Greening the Supply Chain

October 25, 2010

I heard about Walmart’s sustainability efforts, and in particular the company’s sustainable product index. Will this affect other businesses?

Content type: Ask E Source | Document ID: BMS-AskES-9 | Author: Yuki Iida

What Are Your Large Business Customers Saying? Results and Recommendations from Our Latest Study

Account Management Summit 2010 Presentations

September 20, 2010

How are the needs of large business customers changing, and what do they expect of utility account managers? Results from the E Source Gap and Priority Benchmark will highlight actionable recommendations for improving customer satisfaction.

Content type: Account Management Summit, Slides | Author: Chad Garrett