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.

April 12, 2016 | Daniel Doutre - Senior Analyst, Market Research Practice | 0 comments

Everywhere you look today, people are face first in their mobile device. They’re surfing the web, watching movies, playing games, emailing, or texting. But as Ecclesiastes states, and The Byrds later sang, there’s a time to every purpose under heaven, including when a smartphone needs to be just a phone. According to our recent Large Business Gap and Priority study, your key accounts want you to call them during energy emergencies. How do they want you to communicate with them during other events? Find out.

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April 11, 2016 | Essie Snell - Research Manager, Technology Assessment Practice | 2 comments
Popular smart thermostat manufacturer Nest has been having a rough couple weeks. Complaints about internal strife, a bumpy acquisition of competitor Revolv, and an apparent 180 from its original position that its thermostat-centric platform was to become the main control point of future smart homes suggest all is not well at Nest. Making matters worse, the company may be setting a dangerous precedent by shutting down and disabling all existing Revolv hubs in customers’ homes as of May 15, 2016. Customers will abruptly be left with nonfunctioning devices, even if the hubs are working well despite the lack of support. It makes me question whether Nest has a clear path to larger success.

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April 6, 2016 | Sarah Howie - Business Line Lead, Marketing & Communications Practice | 0 comments

Something happened around March 1 to give all species of animals center stage in social media. In the past 30 days, animal-related content has been a dominant, high-engagement theme on Twitter, Facebook, and Instagram. Check out the posts that caused the most buzz.

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April 1, 2016 | Jeffrey Daigle - Senior Analyst, Customer Experience Practice | 0 comments

Lighting programs have always been a great way for utility customers to achieve large energy savings at a relatively low incentive cost. But as the efficiency of new bulbs plateaus, utilities are searching for the next big demand-side management (DSM) lighting program to get massive savings. Today (which curiously is April Fools’ Day), E Source introduces its Lights Out DSM program—a monumental offering that can result in 100 percent energy savings, no free riders, and major increases in customer satisfaction. It could possibly shape the utility industry for the rest of the century.

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March 31, 2016 | Erin Johnson - Lead Content Manager | 0 comments

When do you celebrate Independence Day? Here at E Source we celebrate on April 1—not because we’re impatient practical jokesters who can’t wait three months for fireworks, but because that’s the day in 2006 when the E Source management team purchased the company from McGraw-Hill, vowing to “contiune to provide customers with the expertise and neutrality they expect from us.” This year is extra special because it’s the 10th anniversary of the date. From year to year, we’ve memorialized our Independence Day in various ways that usually involve food, but some things never change. From day 1, we’ve been proud of our ability to be a trusted, unbiased source of energy-efficiency information for our members. Join us as we celebrate E Source Independence Day!

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March 29, 2016 | Lauren Potter - Analyst, Market Research Practice | 0 comments

For utilities moving into the world of omnichannel and facing some important customer experience decisions, we know it can feel like rolling the dice or blindly looking for answers in a Magic 8 Ball. E Source’s inaugural utility industry omnichannel study provides insights into the health and integration of eight communication channels and presents an overall omnichannel perspective informed by survey responses from residential customers, electric utilities, and gas utilities across North America. With a little bit of help from our trusty advisor the Magic 8 Ball, we’re making a few data-driven customer experience predictions that we gleaned from the data-rich E Source Omnichannel Survey 2015.

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March 8, 2016 | Luke Currin - Analyst, Marketing Practice | 2 comments

If you’re like me, you’re constantly looking for books, magazines, online journals, and other resources to help deepen your knowledge of the ever-changing energy industry—without putting you to sleep. We’ve compiled a list of energy reads for history buffs, techies, entrepreneurs, humanitarians, and policy wonks. Whether you work in cleantech, electricity, or oil and gas, these resources should give you a broader perspective of the energy industry, without giving you the zzz’s. Happy reading!

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March 3, 2016 | Meredith Ledbetter - Analyst, Marketing Practice | 0 comments

Utilities are facing competition for customers’ business and looking for ways to increase customer engagement. To attract and retain customers, boost participation in programs, and improve customer satisfaction, several utilities are following in the footsteps of the retail industry and offering rewards programs for loyal customers. Learn how new and current customers are getting bill credits, gift cards, and airline miles for continued service or for completing energy-saving actions.

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February 12, 2016 | Sarah Howie - Business Line Lead, Marketing Practice | 0 comments

Valentine’s Day is around the corner and love is in the air on the utility social media scene! From the hilarious to the heartfelt, the following posts from across the industry capture the spirit of the holiday and in many cases the spirit of the brands.

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February 5, 2016 | Tom Jones - Senior Analyst, Kim Burke - Practice Director, Marketing | 0 comments

Utility account management is in the midst of an important transformation that began a few years ago and will certainly continue in the near future. The shift was reflected at the Fall 2015 E Source Account Management Summit, where the dominant theme was how to move utility account management from a reactive stance of responding to customer inquiries and complaints to a forward-thinking, consultative approach led by proactive energy advisors. All of our data supports this broadening focus on Customer-Side Management.

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