Welcome to the E Source Blog! Our staff will share insights and observations about life at E Source, our events, our research, and other fun stuff.
How Innovative Utilities Are Rewarding Loyal Customers and Attracting New Ones
March 3, 2016 | Meredith Ledbetter
Looking for a new way to engage your residential customers? Under pressure to attract new customers? Take a cue from other industries and offer a rewards program for loyal customers. We know of several utilities in regulated and deregulated markets that are trying it and getting good results.
The Changing Face of Utility Account Management
February 5, 2016 | Tom Jones, Kim Burke
Utility account management is in the midst of an important transformation that will continue into the near future. Account managers must shift from a reactive stance of responding to customer inquiries and complaints to a forward-thinking, consultative approach led by proactive energy advisors.
In Light of Nevada’s Rule on Solar, It’s Time for Rate Reform
February 1, 2016 | Bill LeBlanc
Nevada's PUC just passed solar rates that appear to make rooftop solar unaffordable, or at least not profitable enough for most solar vendors to do business in the state. Did the new rate go too far? Not far enough? Is it discriminatory? Should solar have its own rate design? If so, why?
The Power of WordsCisco Wins with a New Lingual Brand Image
January 27, 2016 | Keenan Samuelson
Cisco employees use techie jargon to talk to each other. But when they create marketing materials, that language confuses customers and they don't understand the company's products or how to use them. Cisco simplified its messaging and saw real results. Utilities can benefit from the same.
Contact Center QA Scores Don’t Measure Much Without the Customer’s Perspective
January 24, 2016 | Jeffrey Daigle
Many utility and non-utility contact centers are including the customer's perspective in their quality assurance (QA) processes. Is it improving the customer experience? Our latest report examines QA best practices and provides tips for taking your QA processes to the next level.
To Improve Customer Experience, Banish the Culture Bogeyman
December 31, 2015 | Eryc Eyl
Almost invariably, when I’m discussing the topic of customer experience (CX) with utility professionals, the topic of culture comes up. But is culture just a convenient scapegoat—a bogeyman we can blame for holding back CX progress? Or can we do something about it?
Building a Multicultural Utility Social Media PresenceSouthern California Edison’s Nancy Casanova and Twitter en Español
December 29, 2015 | Sarah Howie
The linguistic and cultural mix of populations throughout North America is shifting, and utilities are working to develop community outreach and communications strategies that can meet the needs of all. Learn more about Southern California Edison's multicultural social media strategy.
San Diego Becomes the First Major US City to Commit to an All-Renewable FutureHow Low-Carbon Plans Are Changing Utility Relationships with Municipal Customers
December 23, 2015 | Sarah Howie
Last week, San Diego became the first major US city to commit to going 100 percent renewable. Find out how the city views the future of its relationship with local utility SDG&E and what this might mean for your utility’s relationship with municipal customers.