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Are utilities giving employees brand-affiliated social media handles?
Luke Currin
We look at data from the E Source 2016 Social Media Survey and highlight what types of employees have brand-affiliated handles for social media outreach.
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What are best practices for marketing paperless billing?
Luke Currin | March 5, 2019
In this answer, we reveal how to overcome customer barriers to paperless billing and showcase a number of examples of effective marketing strategies.
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How do you use customer testimonials to promote residential energy-efficiency programs?
Jessica Bailis | January 11, 2021
Testimonials can be an authentic, empathetic, and trust-building tactic for reaching your customers. These utility examples and best practices will help you devise a plan for using testimonials to boost participation in your energy-efficiency programs.
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How do you prepare your contact center for solar and electric vehicle demand?
Keenan Samuelson, Lauren Potter | June 11, 2019
This Ask E Source answer has tips on preparing your contact center for an increase in solar and electric vehicle (EV) customer demand. We recommend using customer-friendly language, including solar and EV options on the IVR menu, and developing a knowledge base for agents.
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What are best practices for developing customer personas?
Chad Garrett | March 19, 2019
In this Ask E Source answer, we share best practices for developing focused and broad customer personas within a utility.
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How can you communicate support for solar while being realistic about its costs?
Jessica Bailis
Is there a way to tout your utility's support for solar without turning customers off by explaining the overall system costs? We share insights from our research into customer perceptions of their utility's support for solar, solar website best practices, and what messages resonate with customers.
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What products are available for utilities to share solar energy data with customers?
Monali Mujumdar | November 29, 2018
Are you looking for creative ways to share solar data with your customers? We provide examples of monitoring devices utilities can use to let their customers know how much power their solar panels are producing.
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Should utilities accept cryptocurrency for customer bill payment?
Bryan Jungers, Dannah Moore | August 9, 2023
To help you decide whether to start accepting utility bill payments via cryptocurrency, we examine the demand for this payment method among utility customers and the possible impacts of blockchain and cryptocurrencies on the energy industry.
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What are best practices for noting gender in customer accounts?
Lisa Schulte | April 26, 2023
When a contact center representative (CSR) assumes a caller’s gender based on the sound of their voice, it can lead to confusion and poor customer service. Find out how to train your CSRs to be more gender inclusive and better support customers.
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What are the fundamentals of demand response?
Clare Valentine | May 14, 2018
Wondering what demand response (DR) is and whether you should be doing it at your utility? We provide the basics of DR and explain the short- and long-term benefits to utilities and their customers alike.
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