Chad Garrett advises organizations across the energy industry on strategies for improving customer relationships. He specializes in advanced analytics, which underlies his work in demand-side management (DSM) potential studies, customer segmentation, and distributed energy resource planning. In addition, Chad is an expert in account management, business contact center and B2B marketing strategy.

Chad has led the development of successful and groundbreaking software, data analytics, and market research products during his 10 years with E Source. He has focused on utilities and other heavily regulated industries throughout much of his career, including analyzing healthcare policy at the University of Southern Maine’s Muskie School of Public Service and working with Ryanair during the company’s rapid growth following European airline deregulation. Chad has led several start-ups in the nonprofit and private spheres, where his responsibilities spanned programmatic work, business development, volunteer coordination, and customer service. He holds a BS in economics from Bates College and an MS in energy economics from the Colorado School of Mines.

Content by this author

Account management transformation for SMUD: Consulting case study

Chad Garrett
March 2, 2021

E Source Consulting Solutions assisted SMUD with the reorganization of their account management team to better suit business customers' needs and establish a customer-focused approach to product and service delivery.

What are best practices for developing customer personas?

Chad Garrett
March 19, 2019

In this answer, we share best practices for developing both focused and broad customer personas within a utility.

Best practices for a successful VOC program

Chad Garrett
June 6, 2018

Utilities are striving for major customer experience improvement, but direct customer input is often a sidenote in their playbook rather than an integrated part of the strategy. This web conference highlights best practices when it comes to voice-of-the-customer (VOC) research.

Become a Customer-Focused Organization: Real-World Examples

Chad Garrett
November 17, 2016

We'll share our experience conducting market research for utilities as well as lessons we've learned from transforming insights into action. With our partner Qualtrics, we'll present case studies from non-utility companies that show how leading firms are using research to advance their objectives.