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 11, 2016 | Felicity Tucker | 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!

read more

July 8, 2016 | Haley Kaiser | 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.

read more

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.

read more

July 5, 2016 | Sarah Howie | 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.

read more

June 30, 2016 | Luke Currin | 2 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.

read more

June 23, 2016 | Essie Snell | 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.

read more

June 23, 2016 | Luke Currin | 0 comments

During a time of low load growth, data centers are an anomaly, consuming massive amounts of electricity to process and store the data generated by millions of customers. These large customers spend big bucks on energy, so utilities can and should help them achieve their energy-efficiency and sustainability goals. Check out a new E Source report that details the main attributes and priorities of these power-hungry businesses.

read more

June 22, 2016 | Sarah Howie | 0 comments

As summer ramps up, utilities are rolling out their tips and tricks campaigns. So far, the messages are focused on safety, energy efficiency, and fun, and they’re showing up on digital displays, websites, social media, and streaming video and radio platforms. Customers are getting a full-spectrum digital experience, and I’m excited to see what else these creative utility marketers have in store for us.

read more

June 9, 2016 | Sarah Howie | 0 comments

Father’s Day is right around the corner, and utilities across the US and Canada have tapped into the holiday spirit in all kinds of creative, heartfelt ways. Is your Father's Day strategy ready to go for this year? If not, check out some examples of high-engagement posts that will help spark your creativity!

read more

June 2, 2016 | Michael Shepard | 2 comments
Electric vehicles (EVs) are the greatest strategic opportunity for electric utilities since the lightbulb. They have the potential to increase utility revenues by 25 percent while putting downward pressure on rates, saving drivers $300 billion per year in fuel costs, and substantially reducing carbon emissions. Utilities have a key role to play in raising consumer awareness of EVs and moving the vehicles from niche products into mainstream adoption. Some innovative, low-cost marketing approaches are proving remarkably successful, increasing EV sales in some markets five- to tenfold.

read more