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.

July 22, 2016 | Eryc Eyl - Senior Analyst, Customer Experience Practice | 0 comments

Whether it’s improving safety, increasing customer satisfaction, or encouraging innovation, many of the changes utilities currently face require cultural change—maybe even transformation. But how do you actually transform utility culture? Has anyone successfully encouraged innovation, creativity, and risk-taking while refusing to compromise on safety and reliability? What is culture anyway? At the upcoming E Source Forum, we intend to answer those questions and more during a session entitled, “Transforming Utility Culture.”

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July 18, 2016 | Sarah Howie - Business Line Lead, Marketing & Communications Practice | 0 comments

There’s a job to be done, and you know just who can do it. But do your customers? Utilities everywhere are working to develop, promote, and improve the connections between trusted trade allies and customers to bring energy-efficiency and renewable energy projects to fruition. For many utilities, one of the most effective ways to bridge the gap between trade allies and customers is through digital channels, including display ads, social media, and search engine marketing (SEM).

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July 14, 2016 | Luke Currin - Analyst, Marketing Practice | 0 comments

We’ve heard some crazy stories since the launch of Pokemon GO. Well, utilities have taken to social media to urge players to use common sense and stay away from dangerous electrical equipment and power plants. But utilities are also engaging with players in fun and productive ways. Check out some recent utility social media posts, and let us know how you feel about this whole situation.

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July 13, 2016 | Bryan Jungers - Senior Analyst, Technology Assessment Practice | 0 comments

You’ve heard of Wi-Fi, but have you heard of Li-Fi? An office building in Paris is slated to open later this year that will deliver the Internet via the light fixtures. Sound like science fiction? Lighting is increasingly expected to be a promising gateway to deliver wider building controls, automation, and Internet of Things capabilities while presenting fewer barriers to entry than other channels, especially for small and midsize business (SMB) customers. Join us at the 2016 E Source Forum, September 13–16, to learn how commercial lighting programs are being re-envisioned to account for technology, regulatory, and market changes.

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July 11, 2016 | Felicity Tucker - Senior Content Manager | 0 comments

Our rock-star Customer Experience (CX) research team is planning some exciting CX sessions for the E Source Forum in September. Meet the people who are here to help E Source members optimize their CX efforts. They’re experts on employee engagement, change management, and company culture, and they’re always researching new ways to help you improve your customers’ digital CX journeys, self-service, billing and payment, paperless billing adoption, contact center management, website accessibility, and anything else you might want to know about customer experience. Ask them a question or look for them at the Forum in September!

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July 8, 2016 | Haley Kaiser - Analyst, Market Research Services | 0 comments

Optimizing a customer’s interaction with a website feature like Energy-Use Analysis is important for utilities to think about, especially when implementing an omnichannel strategy. While utilities have made some strides when it comes to the content around this feature—such as providing comparisons to similar homes—they’re still not connecting the dots for customers. That is, they’re not consolidating the data and content related to customers’ energy use. The solution is to house energy-use information in one place so it’s easy for customers to find and take action on.

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July 6, 2016 | Sam Wallach Hanson - Research Intern, Demand-Side Management Practice | 0 comments

As costs go up and vendors scale back, refrigerator-recycling programs have faced increasing pressure over the past five years. Maintaining cost-effectiveness is not as easy as it once was, but a new E Source report can help you find ways to serve the many customers who, like me, have a hard time motivating themselves to upgrade to efficient appliances.

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July 5, 2016 | Sarah Howie - Business Line Lead, Marketing & Communications Practice | 0 comments

Over the past week, utilities across the US and Canada have been breaking out their patriotic spirit to celebrate Independence Day and Canada Day. Whether making references to historical roots, saluting armed forces, putting safety out front, or making ties to programs and services, the following are examples of some of the highest-performing social media posts from across the land.

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June 30, 2016 | Luke Currin - Analyst, Marketing Practice | 1 comments
When a customer loses power, they want their utility to know about it and they want immediate answers to questions about when the power will return. A variety of self-service platforms, such as online tools and automated text messages, can keep customers informed during outages without involving a call center rep. We can show you how to design, optimize, and market these platforms that will help your customers feel empowered and in control during outages.

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June 23, 2016 | Essie Snell - Research Manager, Technology Assessment Practice | 0 comments

Utilities and their residential customers are exploring the potential benefits of energy disaggregation—from improved customer education to cheaper measurement and verification. Unfortunately, the available tools on the market are highly variable when it comes to their accuracy in identifying end uses within the home. With that in mind, I’ve summarized a variety of potential benefits of disaggregation and compiled some general suggestions on the minimum level of accuracy required to realize them.

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