Filters
Topic: Customer Service 
(remove) Content type: Research Brief (remove) Results
NEW!
E Source E-Business Metrics Survey: 2013—Top Findings
May 21, 2013
In early 2013 we surveyed North American electric and gas utilities on a set of e-business metrics. The results from the E Source E-Business Metrics Survey: 2013 allow utilities to benchmark their own metrics against those of their peers. These are the top findings from the survey.
Content type: Research Brief | Document ID: ECS-RB-4 | Author: Justin Rickard
E Source Multichannel Metrics Survey: 2012—Top Findings
January 17, 2013
In 2012, we surveyed North American electric and gas utilities on a diverse set of multichannel metrics for 2011. The results from the E Source Multichannel Metrics Survey: 2012 allow utilities to compare their own metrics against those of their peers. This PDF shows the top findings.
Content type: Research Brief | Document ID: UCC-RB-7 | Author: Justin Rickard
Chatting It Up: Web Chat Implementation and Best Practices
January 15, 2013
Web chat is an emerging channel that more and more customers want to use. Chat offers immediate customer service and can change customer behavior, depending on its placement. Utilities that add the chat feature to their websites may see improved customer experience.
Content type: Research Brief | Document ID: ECS-RB-3 | Author: Haley Kaiser
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
E Source E-Business Metrics Survey: 2012—Top Findings
April 10, 2012
In February and March 2012, we surveyed 110 electric and gas utilities in North America on a set of e-business metrics. The results from the E Source E-Business Metrics Survey: 2012 provide utilities with an "apples-to-apples" benchmark to compare their own metrics to. Here are the top findings.
Content type: Research Brief | Document ID: ECS-RB-1 | Author: Sarah Fiebiger
Marketing Prepaid Programs
April 4, 2012
Prepaid metering can be promoted to all residential customers, but certain segments value different messages delivered through specific channels. Which messaging and communication channels should you be using?
Content type: Research Brief | Document ID: RES-RB-17 | Author: Dulcey Simpkins, Sarah Fiebiger
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
Can Smart Meters Make Prepaid Work for You?
How AMI Breaks Down Barriers to Prepaid Programs
January 23, 2012
Prepaid metering with advanced metering infrastructure is a win-win situation: Customers get convenience and control and utilities get increased customer satisfaction and decreased collection costs. This report explores the prepaid programs of four U.S. utilities.
Content type: Research Brief | Document ID: IGS-RB-12 | Author: Sarah Fiebiger
Don’t Let Fairness Concerns Derail Your Smart Grid Business Case
Pricing Program Practices for Low-Income Customers
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
E Source Energy Management Survey 2011
Reporting Actions and Priorities at the Facility Level
November 4, 2011
In March 2011, E Source held its 18th Annual Energy Management Roundtable in Boulder, Colorado. At the Roundtable, we conducted a survey of the energy managers in attendance. This report summarizes the key findings of the survey.
Content type: Research Brief | Document ID: CEMC-RB-1 | Author: Todd Camnitz, Kevin Vranes
The Basics of Customer Experience Management
October 19, 2011
Utilities understand that customers' expectations of service are growing, mostly due to their experiences with companies in other industries. To help identify the key methods of transforming the customer experience, we spoke with a few utilities that are focusing on this metric.
Content type: Research Brief | Document ID: UCC-RB-6 | Author: Justin Rickard
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
When to Go Mobile
August 24, 2011
With at least 29 utilities already running mobile-optimized versions of their websites, and mobile Internet browsing continuing to rise, many utilities are wondering what the tipping point is to decide to develop a mobile website. So how does a utility know when it’s the right time to go mobile?
Content type: Research Brief | Document ID: EBiz-RB-16 | Author: Kim Burke, Alan Seltzer
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
Credit Card Payment Options for Commercial Customers
April 4, 2011
Many utilities offer multiple payment options for residential customers, including the option to pay by credit or debit card, but what about business customers? Find out how many utilities have given their commercial customers this option, and what the parameters are.
Content type: Research Brief | Document ID: EBiz-RB-12 | Author: Alexandra Behringer, Sarah Fiebiger
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
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
Effective Online "One-Time Payment" Features
December 22, 2010
One of the top reasons customers go to their utility’s web site is to pay their bill, so enabling customers to easily make a one-time online payment is critical. If this feature is poorly designed, it can adversely affect customer satisfaction and increase operational costs.
Content type: Research Brief | Document ID: EBiz-RB-11 | Author: Alexandra Behringer
Meeting the Online Needs of Small and Midsize Business Customers
December 13, 2010
Business customers who regularly visit their utility’s web site report higher utility satisfaction than those who never have. Organizing online content by industry segment makes it easy for businesses to find the information they need quickly.
Content type: Research Brief | Document ID: EBiz-RB-9 | Author: Kim Burke
Achieving High Adoption Rates for Key Online Transactions
August 31, 2010
The e-business metrics are in. But what goes on behind the numbers? Learn the success stories for key online transactions such as paperless billing, online payment, and secure portal sessions. These lessons will provide tips on how to improve the adoption for these key metrics at your company.
Content type: Research Brief | Document ID: EBiz-RB-7 | Author: Florence Connally
Online Utility Videos: A New Channel for Delivering Content
June 7, 2010
Managing static content within your web domain is challenging enough, but now everyone is clamoring for multimedia—especially video. Since Dominion Virginia Power’s “Safety Rap” video went viral, many utilities are doing their best to get into the game.
Content type: Research Brief | Document ID: EBiz-RB-8 | Author: Stephanie Spalding
Key Findings from the 2009 E-Business Metrics Survey
March 2, 2010
Are your customers adopting online transactions at the same rate as other utilities? This report provides the latest metrics for key online activities, including payment, paperless billing, registration, and service-order requests.
Content type: Research Brief | Document ID: EBiz-RB-6 | Author: Florence Connally and Andrew Heath
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
Marketing to Paperless Customers: Five New Ways to Reach Out
June 1, 2009
As an ever-evolving medium, the Internet keeps offering new ways of reaching out and marketing to customers. Find out about the buzz surrounding Twitter and four other valuable ways to reach customers online, paperless, and beyond.
Content type: Research Brief | Document ID: EBiz-RB-5 | Author: Florence Connally
A Little Birdie Told Me
Twitter as a Customer Service Tool
February 15, 2009
Online social networking sites are as ubiquitous as sliced bread, but there’s one you might want to pay attention to: Twitter. Your customers are talking; are you listening? Savvy organizations are using Twitter as a customer service channel with amazing success.
Content type: Research Brief | Document ID: UCC-RB-1 | Author: Stephanie Cary
Reaching Out to Customers in Troubled Financial Times
January 15, 2009
In late 2008 and early 2009, the U.S. economy deteriorated in ways not seen since the Great Depression. Many utilities reported record numbers of customer arrearages and disconnections. How are utilities communicating with customers and what messages are they using?
Content type: Research Brief | Document ID: UCS-RB-4 | Author: Alexandra Behringer
R U 2 L8?
Using Electronic Alerts for Proactive Customer Service
August 1, 2008
Electronic alerts have proven popular among banking customers, and consumers are now expecting their energy service providers to offer the same customer convenience. What types of electronic alerts should utilities be using?
Content type: Research Brief | Document ID: EBiz-RB-4 | Author: Florence Connally
