Public
Most recent content on this topic
Customer storytelling: Building empathy through in-context research
Rachel Cooper | March 19, 2018
In-context research is the best way to build empathy and a high-fidelity understanding of how people interact with your offerings and what drives their preferences. In this Forum 2017 video excerpt, Tom Rosholt of Morspace Inc. talks about why utilities need to implement an empathetic approach.
Report
The five design imperatives
Adam Maxwell, Bill LeBlanc, Christof Meyer, Chris Crisman | March 21, 2018
E Source and partner Egg Strategy identified five design elements that are crucial to include when designing residential programs, services, and experiences. Incorporating these elements will make your products and services more attractive to customers and boost program engagement and retention.
Report
Customers’ communication channel preferences are changing
Lisa Schulte | February 3, 2018
From mobile apps to online chat, utilities are finding new ways to connect with and serve their customers. This e-book explores which communication channels customers prefer today and makes some predictions about which channels you can expect customers to use more in the future.
Ebook
Huntsville Utilities Knows How to Win Back Customers
Lisa Schulte | February 1, 2018
When Huntsville Utilities’ customers began driving to its office because it was quicker than calling customer service, the utility knew it needed to make some changes. Customer service manager Kim Torres explains the tactics Huntsville Utilities used to rebuild its relationship with customers.
Report
How do you attract next-generation utility customers?
Keenan Samuelson | January 24, 2018
Utilities may be the only companies that can deliver energy, but they're not the only ones that can deliver energy-related experiences. New competitors are entering the market almost every day, edging out utilities.
Newsletter
2018 E Source Summit for the Tennessee Valley
January 18, 2018
In April 2018, we brought Tennessee Valley utility peers together for a day of collaboration focused exclusively on your LPC, your customers, and the changes taking place across the utility industry. Download the presentations from the event.
How do utilities manage customer emails?
Keenan Samuelson | August 1, 2019
We reveal how utilities handle email inquiries by citing examples, best practices, and market research. We also identify a few third-party vendors that utilities can use for email management.
Ask E Source answer
What technologies will influence the future of utility customer experience?
Keenan Samuelson | October 29, 2017
In this answer, we describe two categories of technological innovation that are likely to change the way utilities interact with their customers.
Ask E Source answer
Best practices for cost-effective DSM programs
Liza Minor, Kevin Andrews | January 12, 2018
It can be difficult to maintain program cost-effectiveness in a postlighting world. To help you learn how to build lasting cost-effectiveness, we identified best practices for four core program types as part of our series on the "Next Generation of Energy Savings."
Report
