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Creating Your Customer Experience Framework
May 16, 2013
May 2013 issue of the E Source Customer Experience newsletter.
Content type: Service E-mail | Document ID: CES-SE-2013-05
The Best Utility Brands of 2013
April 25, 2013
E Source would like to congratulate the top-ranked 2013 US electric utility brands. It’s an impressive group again this year, with several new utilities jumping up into top slots.
Content type: E Source Blog | Document ID: ES-Blog-4-25-13-UtilityBrands | Author: Matthew Burks - Associate Director of E Source Customer Experience Services
Customer Experience Conference at a Glance
April 18, 2013
April 2013 issue of the E Source Customer Experience newsletter.
Content type: Service E-mail | Document ID: CES_SE_4-18-13
The Digital Magnificent Seven
Notes from an E Source Utility Customer Experience Conference Session
April 5, 2013
We had a wonderful session on building an e-channel strategy in the absence of a customer experience strategy at the Utility Customer Experience Conference this week!
Content type: E Source Blog | Document ID: ES-Blog-4-5-13-UCEC | Author: Haley Kaiser - Research Analyst
Meeting the Needs of Business Customers of All Sizes
March 22, 2013
Learn how increased and personalized communications can help improve how midsize and large business customers feel about their utility’s ability to keep energy prices down and to manage emergencies.
Content type: E NEWS | Document ID: ENews-3-13 | Author: Florence Connally
A Deeper Look at DSM Department Org Structures
Change Is the Norm, Customers Are the Focus
March 11, 2013
A number of E Source members have asked us: How do other utilities organize their demand-side management departments? Is there an "optimal" structure or an ideal location within a utility? As an E Source researcher, I sought to dig deeper into this issue.
Content type: E Source Blog | Document ID: ES-Blog-3-11-13-Org-Structures | Author: Alexandra Behringer - Associate Research Director
Five Ways to Make the Case for Customer Experience
December 19, 2012
Learn how to build a compelling business case for a customer experience management program at your utility.
Content type: E NEWS | Document ID: ENews-12-12 | Author: Justin Rickard
We Need to Talk: Reaching Out to SMBs About a Rate Change
September 19, 2012
Learn proven and effective ways to communicate a rate-change message to small and midsize business (SMB) customers.
Content type: E NEWS | Document ID: ENews-9-12 | Author: Kim Burke
E-Channel: Voice of the Customer
Finding the Right Metrics in the Flood
August 14, 2012
On one level, capturing the "voice of the customer" through digital channels is relatively easy compared with doing it with the call center or field employees. Online channels (we'll leave Voice over IP [VoIP] out of this for now) don't require transcription or voice analytics to categorize and parse ...
Content type: E Source Blog | Document ID: ES-Blog-8-14-12-VoC | Author: Matthew Burks - Senior Product Manager for E Source Customer Experience Services
Voice of the Customer in the Call Center
We Hear You!
August 14, 2012
How does a call center obtain and use “voice of the customer” feedback? Call centers use a variety of methods to survey their customers.
Content type: E Source Blog | Document ID: ES-Blog-8-14-12-Voice | Author: Rich Goodwin - Manager of E Source Customer Experience Services
What Are Your Customers Really Thinking?
August 9, 2012
Remember the Mel Gibson movie What Women Want? What if you could hear what your customers (male and female) were really thinking, but not saying or doing?
Content type: E Source Blog | Document ID: ES-Blog-8-9-12-Customers | Author: Kenneth Black - President
E Source Insights into Digital Outage Communications
June 29, 2012
In this age of real-time data flow, digital channels have become the de facto tool for utility outage communications. Whether through the company website, a mobile app, or social channels, customers expect a timely and robust way to access the outage information they need on demand.
Content type: E Source Blog | Document ID: ES-Blog-6-29-12-DigitalOutage | Author: Matthew Burks - Senior Product Manager for E Source Customer Experience Services
Don't Forget the Phone in Your Outage Communications
June 29, 2012
As we move from spring storm season into summer storm season, now is a good time to review how your outage communications process is serving your customers' needs. A significant segment of your customers still rely on the telephone as a means to report an outage.
Content type: E Source Blog | Document ID: ES-Blog-6-29-12-PhoneOutage | Author: Rich Goodwin - Manager of E Source Customer Experience Services
Available to You: Customer-Ready Content
June 26, 2012
June 2012 issue of the E Source Business Market newsletter.
Content type: Service E-mail | Document ID: BMS_SE_6-26-12
Are You Ready for the Mobile Consumer?
June 20, 2012
Learn how three utilities optimized or are optimizing their customers’ mobile experiences.
Content type: E NEWS | Document ID: ENews-6-12 | Author: Florence Connally
E-Business Metrics: How Are We Doing?
June 5, 2012
Earlier this year, Sarah Fiebiger and Florence Connally conducted the 2012 E-Business Metrics Survey. For those of you who don't know what I'm talking about, it's an annual survey for the utility industry that provides definitions for common online activities and gathers critical benchmarking data.
Content type: E Source Blog | Document ID: ES-Blog-6-5-12-Metrics | Author: Matthew Burks - Senior Product Manager for E Source Customer Experience Services
What Are the Best Call Center Metrics for a Great Customer Experience?
June 5, 2012
I want to continue the discussion on call center metrics that I started in the March Customer Experience Newsletter. Call centers are using all sorts of metrics. These metrics haven't varied much since I was a call center supervisor 20 years ago, but customer expectations have increased exponentially. ...
Content type: E Source Blog | Document ID: ES-Blog-6-5-12-CallCenterMetrics | Author: Rich Goodwin - Manager of E Source Customer Experience Services
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
We Need to Find Ways to Get Our Customers to Complain More!
May 16, 2012
I started following Tammy McLeod, chief customer officer (CCO) at APS and 2010 winner of CCO of the year, on Twitter about three years ago. Her tweets are sharp, personable, and informative; however, I was certain that I would never get the chance to actually meet her in person. Well, I did.
Content type: E Source Blog | Document ID: ES-Blog-5-16-12-Complain | Author: Matthew Burks - Senior Product Manager for E Source Customer Experience Services
What Can the Utility Industry Learn from Zappos?
May 16, 2012
During our 2012 E Source Utility Customer Experience Conference last week, we had the fantastic opportunity to tour the Henderson, Nevada, facility of online retailer Zappos and meet with Zappos Insights staff.
Content type: E Source Blog | Document ID: ES-Blog-5-16-12-Zappos | Author: Maureen Russolo - Director of E Source Customer Experience Services
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
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
Pepco's Rise from the Ashes and the Impact of Customer Experience
April 25, 2012
Last week, I interviewed Donna Mann, process owner of customer experience at Pepco. The stars must have been aligned because I had this interview lined up and then it was announced that Pepco was named most improved in customer satisfaction by ASCI. Could the timing be any more perfect?
Content type: E Source Blog | Document ID: ES-Blog-4-25-12-Pepco | Author: Justin Rickard
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
Does Your Call Center Play Into Your Brand Strategy?
April 9, 2012
How does your call center play into your brand strategy? Remember that, on average, call centers receive from 1.7 to 2.0 calls per customer base annually. Every one of those touchpoints is an opportunity to promote and enhance your brand.
Content type: E Source Blog | Document ID: ES-Blog-4-9-12-BrandStrategy | Author: Rich Goodwin - Manager for E Source Customer Experience Services
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
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
Does Next-Day Mail Delivery Matter Anymore?
December 8, 2011
In this digital age of instant news, I'm sure you have already heard that snail mail is, well, getting even more snail-like. On Monday, the U.S. Postal Service sought approval to end next-day delivery of first-class mail. This change could take place as early as April 2012.
Content type: E Source Blog | Document ID: ES-Blog-12-8-11-Mail | Author: Florence Connally - Associate Research Director
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
