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Talking Tough Topics with Small Biz: Rate Communications Channels and Strategies
September 26, 2012
What are the primary challenges to reaching out to small and midsize business (SMB) customers regarding a rate change? What are the most effective channels and outreach strategies for communicating a rate-structure change or rate increase to SMB customers?
Content type: Ask E Source | Document ID: BCO-AskES-9 | Author: Kim Burke, Rachel Cooper, Dulcey Simpkins
ComEd's Customer Experience Project
Notes from the 2012 E Source Utility Customer Experience Conference
August 16, 2012
These notes summarize a presentation given by ComEd’s director of marketing, Jennifer Montague, at the 2012 E Source Utility Customer Experience Conference.
Content type: Research Brief | Document ID: ECM-RB-4 | Author: Matthew Burks
Customer Satisfaction Improvements
Notes from the 2012 E Source Utility Customer Experience Conference
August 2, 2012
These notes summarize a presentation given by DTE Energy’s Carolyn Mackool at the 2012 E Source Utility Customer Experience Conference.
Content type: Research Brief | Document ID: ECM-RB-2 | Author: Matthew Burks
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
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
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
2010 E Source Gap and Priority Benchmark: A Survey of Utility Large Business Customers
Industry Results
August 31, 2010
The 2010 E Source Gap and Priority Benchmark surveyed large North American businesses to see how utilities and utility account representatives can better serve these important customers. We discuss how to meet large businesses’ high expectations, and compare and contrast 2010 with 2009 results.
...
Content type: Benchmark Study | Document ID: BAM-BMK-GPB-10 | Author: Ethan Brown
What Do Corporate Energy Managers Want from Their Utility Account Representative?
November 5, 2009
How can you best serve your corporate energy manager customers in a variety of business, economic, and regulatory climates?
Content type: Research Brief | Document ID: BMS-RB-5 | Author: Stephanie Cary
Web 2.0 for Utilities
August 24, 2009
What is Web 2.0? What does it mean for electric and gas companies? This report answers these questions and provides actionable recommendations to help utilities make the most of this new generation of Internet technologies.
Content type: Focus Report | Document ID: EBiz-F-30 | Author: Andrew Heath
National Accounts Management
March 30, 2009
We are in the process of developing a strategy for serving our national account customers. What account-management structure should we use to serve these valued customers? What are some recommended approaches for serving national accounts?
Content type: Ask E Source | Document ID: MAS-AskES-1 | Author: Gwen Farnsworth
DSM Changes in an Eroding Economy
January 1, 2009
The U.S. economy’s downturn at the end of 2008 has touched all citizens and businesses, including electric and gas utilities. How are some of the broader trends of increasing unemployment, a down stock market, and failing businesses influencing energy-efficiency and demand-response ... ...
Content type: White Paper | Document ID: ES-WP-5 | Author: William LeBlanc
Segment-Specific SMB Newsletters
December 1, 2008
To what extent are utilities providing sector-specific information to their small to midsize business (SMB) customers such as retailers or hotels? Or do utilities tend to send the same newsletter to all of their SMB customers?
Content type: Ask E Source | Document ID: SMB-AskES-7c | Author: John Egan
Does Customer Satisfaction Really Matter?
October 1, 2008
We operate in a traditionally regulated state market where customers don’t get to shop around for an alternate utility supplier. Why should customer satisfaction matter to our utility?
Content type: Ask E Source | Document ID: UCS-AskES-3b | Author: John Egan
How Communicators Can Manage the Utility Customer Experience
October 1, 2008
I’ve been hearing a new term, “customer experience,” in company meetings and at conferences. What does the customer experience mean for utility customers, and what can utility communicators do to improve it?
Content type: Ask E Source | Document ID: UCS-AskES-3c | Author: John Egan
Up, Down, or Sideways?
Managing Your Customers’ Perception of Value
September 1, 2008
Utility customer satisfaction is influenced by the customer’s perceived value of utility service received for energy dollar paid. As utility prices and monthly bills rise, utility communicators are working harder to more effectively measure and manage their customer’s perceptions.
Content type: Focus Report | Document ID: UCS-F-3 | Author: John Egan
Web Site Communications on Transmission Projects
July 1, 2008
What are some utility best practices for communicating with customers and other external stakeholders about a proposed transmission line project? How are utilities using their web sites to communicate on those projects?
Content type: Ask E Source | Document ID: UCS-AskES-2a | Author: John Egan
What's Cooking in Restaurant Efficiency Programs?
Results from an E Source Roundtable Discussion
June 1, 2008
With food and energy prices rising far faster than the ability of restaurants to raise prices, utilities face a choice: Help restaurant customers use energy more efficiently, or watch a rising number of them become former customers as they close their doors and auction off their fixtures.
Content type: Focus Report | Document ID: SMB-F-16 | Author: Gregg Eisenberg
The Total Energy Makeover
52 Steps Utility Communicators Can Take to Increase the Perceived Value of Utility Service
February 18, 2008
Utility customers hold definite perceptions about the value of utility service received for the energy dollar paid. These perceptions color the way customers view their utility and significantly influence their relative level of satisfaction. Like all perceptions, the customer's perception of the value ...
Content type: Service Report | Document ID: UCS-1 | Author: John Egan
