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Updated November 2021

E Source customer experience glossary

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Submitted by Christina Bryson on

Top 10 customer-preferred utility website features

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Submitted by Christina Bryson on

Are you in the process of redesigning your utility website or prioritizing which website features to focus on first? E Source can help! Our research shows that providing a positive experience for the most important website features makes a good first impression with customers and keeps them coming back.

Customer and Employee Experience Awards

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Submitted by Logan Jacobson on
This is the logo for the E Source Customer and Employee Experience Awards


The E Source 2025 Customer and Employee Experience Awards are now open! If you have a customer or employee experience initiative that you’re proud of, we want to know about it! We’re accepting submissions through June 13, 2025.

How to tell customers you’re increasing rates without losing their trust

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Submitted by Christina Bryson on

Q:What are the best ways to communicate rate changes to utility customers?

A:Utilities need to be as transparent as possible in communications about rates and billing increases. Customers want to know when their bills are going to go up, why, and how they can lower their costs.

Make sure to let customers know when bill increases will take effect and give them plenty of advance notice to prepare. This can reduce their frustration and reduce the calls you get at your contact centers about bill increases.

5 tips for creating an effective high-bill alert program

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Submitted by Dannah Moore on

Key takeaways

  • Use social media and other marketing tools to let your customers know about your high-bill alert program and how they can enroll.
  • Make self-service enrollment easy by using a preference center.
  • Let customers decide how they receive alerts and the bill amount that triggers an alert.
  • Supplement alerts with advice on how to save energy and where to get help when bills are too high.

Contents

The quilt for a better tomorrow: A metaphor for the Sustainable Utility

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Submitted by Joshua Sorensen on

Key takeaways

  • Like the art of quilting, the Sustainable Utility requires the input, talents, and cooperation of a group of unique people.
  • Utilities should approach their vision for a sustainable energy future like a group of quilters would.
  • The most important parts of your plan should be the people in your community; a stellar customer experience; environmental, social, and governance (ESG) pillars; and diversity, equity, inclusion (DEI). Without these, your quilt is just a flimsy blanket.

How to make your utility programs more equitable

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Submitted by Dannah Moore on

Key takeaways

  • You can’t create equity without first defining it in your programs.
  • Don’t just collect demographic data; use it to improve equity.
  • Bring in partners from the community when you’re designing programs.

Contents

Create a definition of equity for your programs

Find a way to collect—and use—demographic data

Highlights from the marketing and communications sessions at the Forum 2023

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Submitted by Joshua Sorensen on

Key takeaways

  • Utilities can better reach low- and moderate-income (LMI) customers by focusing on equity in communications and marketing.
  • To best engage customers, meet them where they are in their journey. Ways to do this include using personalized and multilingual communications.
  • Forming strong relationships with business customers, recognizable companies, and community organizations can help utilities expand the reach of their marketing efforts with brand recognition and trust.

How can residential customers lower their winter heating bills?

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Submitted by Joshua Sorensen on

Q:You have helpful advice for saving energy in the summer, so I’m curious about saving energy in winter too. Do you have any advice for lowering heating bills that utilities could promote to customers?

A:Saving money on energy bills can be hard—especially in the winter, when we turn to heating our homes. But there are several things people can do to save money and stay comfortable.

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