Don Rankin is an electrical and computer engineer and was a utility director for 19 years. He was responsible for all aspects of water, wastewater, stormwater, and levee systems, including operations and maintenance, capital improvements, billing, and customer service as well as long-term strategic planning. His work at E Source involves advanced metering infrastructure assessments, procurement, and deployments for electric, water, and gas utilities.
Steve Catanach is an executive consultant for E Source. His professional experience aligns with the knowledge, leadership, and teaming required to support large projects and transitions at utilities. He brings more than 33 years of experience in the electric utility industry. The past 20 years have been in executive leadership positions. Prior to E Source, Steve was the director of the Department of Climate Initiatives and Electric Utility Development for the City of Boulder, Colorado.
Mark Johnson is an executive consultant with E Source and has more than 40 years of experience in utility distribution system management and consulting. He provides strategic and technical leadership to systems integration projects for clients in the utilities industry, including feasibility evaluation and strategic visioning, assessment of user needs, definition of functional requirements, RFP development and vendor selection, business process optimization, design of customized software applications, and integration of data models to ensure proper relationships with legacy systems.
Patrick Woodworth researches low-income customer issues, next-generation trends, and equitable transitions to a clean energy economy. Before joining E Source, Patrick worked for DEFG, which E Source acquired in July 2022. Patrick also worked as a consultant on organizational strategy, helping nonprofits, universities, and businesses assess and align their strategies for success. He holds a double BA in philosophy and communication studies with a minor in political science from Eastern Washington University.
Customer personas, also known as avatars, serve as the focal point of your messaging and help you understand who your customers are. Personas remind you to consider your customers’ perspectives, values, pain points, and emotions when marketing to them. You can use this information to communicate in a way that resonates with your ideal customers.
Whether you’re refreshing, redesigning, or reintroducing your brand, effectively communicating the details of your rebrand is essential for maintaining strong customer relationships. Create communications that proactively answer customers’ questions, explain why you’re making changes, and highlight how they’ll benefit.
By making sure your customers know you have their best interests at heart, your utility can put your customers at ease and leave them excited about this next step.
Since 2002, E Source has been conducting the Digital Metrics Survey to learn about utility customers’ use of digital contact channels for key journeys and other digital activities. Our analysis of the data will help you discover how your utility compares to other utility-reported metrics.
There’s room for improvement in marketing your programs and services, especially related to low-income customers and paperless billing. More than two-thirds of respondents (67%) said they didn’t use any programs or services provided by their utility in the past 12 months. This group cited lack of awareness and information as the top reason for not participating in programs: 29% said they weren’t aware that their utility offered any programs or services and 7% said they couldn’t find any information about the programs offered by their utility.
There’s room for improvement in marketing your programs and services, especially related to low-income customers and paperless billing. More than two-thirds of respondents (67%) said they didn’t use any programs or services provided by their utility in the past 12 months. This group cited lack of awareness and information as the top reason for not participating in programs: 29% said they weren’t aware that their utility offered any programs or services and 7% said they couldn’t find any information about the programs offered by their utility.
There’s room for improvement in marketing your programs and services, especially related to low-income customers and paperless billing. More than two-thirds of respondents (67%) said they didn’t use any programs or services provided by their utility in the past 12 months. This group cited lack of awareness and information as the top reason for not participating in programs: 29% said they weren’t aware that their utility offered any programs or services and 7% said they couldn’t find any information about the programs offered by their utility.
What challenge is top of mind for your team right now? Reach out to start a focused conversation about your priorities and explore solutions shaped around your specific goals.