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.


For the Birds: Animals Take Over Utility Social Media Streams

April 6, 2016 | Sarah Howie
In the past 30 days, animal-related content has been a dominant, high-engagement theme in utility social media. How, why, and to what effect are utilities tapping into the animal lover in all of us to make a social media splash?

Lights Out: Innovations in DSM Lighting Programs

April 1, 2016 | Jeffrey Daigle
Utilities continue to chase lighting savings even though the increased efficiency of new bulbs has plateaued. Today—curiously April 1—E Source introduces its newly designed program Lights Out, which explores how to get 100 percent savings in lighting programs with no free riders.

Updated! Looking for Omnichannel Answers in a Magic 8 Ball

March 29, 2016 | Lauren Potter
With a little bit of help from our trusty advisor the Magic 8 ball, here are a few Omnichannel Survey 2015 data-driven customer experience predictions for utilities.

Energy Books That Shouldn't Make You Snore

March 8, 2016 | Luke Currin
Looking for some good books about energy that won't put you to sleep? Look no further! This essential reading list is for the history buffs, techies, entrepreneurs, humanitarians, and policy wonks working in the electricity, cleantech, and oil and gas industries. Happy reading!

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.

Twitterpated: Utilities Get in the Valentine’s Day Spirit on Social Media

February 12, 2016 | Sarah Howie
Roses are red, violets are blue, utilities love their customers, and we do too! Check out how utility brands are sharing the love this Valentine's Day across their social media channels.

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?

Contact Center QA Scores Don’t Measure Much Without the Customer’s Perspective

January 28, 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.

The Power of Words

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.