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.
#ThrowbackThursday: E Source Returns to Its Roots
March 31, 2016 | Erin Johnson
Most Americans celebrate Independence Day on July 4, but at E Source we celebrate it on April 1. Ten years ago, the E Source management team purchased the company from McGraw-Hill and vowed to "provide customers with the expertise and neutrality they expect from us"—a goal we still strive for today.
Updated! Looking for Omnichannel Answers in a Magic 8 BallData-Driven Customer Experience Predictions for Utilities
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 SnoreA Reading List for Professionals in the Energy Industry
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.
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?
The Power of WordsCisco Wins with a New Lingual Brand Image
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.
Contact Center QA Scores Don’t Measure Much Without the Customer’s Perspective
January 24, 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.