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Most recent content on this topic
Business customer interest in energy-related products and services
Lane Ginsbern, Daniel Doutre
In an increasingly competitive marketplace, it's imperative for utilities to generate revenue by offering additional products and services to business customers. In this report, we analyze data from our Business Customer Satisfaction Studies to gauge customers' interest in a variety of offerings.
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Strategic electrification: Insights to spark your interests
Steven Day, Ryan Odell, Laura Ruff Agard | May 6, 2019
Electrification is a hot topic in the utility industry. We created an infographic with information from our 2018 Utility DER Strategy Benchmark and from our 2018 Electrification Forum Session to help you get kick-start your strategy. See what other utilities are saying!
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Answering questions about high bills
Liza Minor, Jeffrey Daigle | April 11, 2022
When utility customers get bills that are higher than expected, it’s usually because of metering issues, seasonal changes to their homes or behavior, or nonseasonal changes. Our five-step response to customer calls about high bills can help you identify the problem and offer the right solution.
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Engaging middle managers to stoke a customer-centric culture
Eryc Eyl | November 5, 2020
Organizations often overlook the critical role managers play in creating a customer-centric culture. Don't assume your managers know everything about your customer experience initiatives. Learn how to take action, educate, and empower them to be powerful customer experience advocates.
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Benchmarking DSM Savings as a Percentage of Utility Sales
Rachel Reiss Buckley, Liza Minor | March 12, 2019
Using data from E Source DSM Insights, we analyzed average portfolio savings as a percentage of sales. Our infographic shows which utilities have achieved average annual energy savings of at least 2% and is an example of how E Source can help you benchmark your demand-side management portfolio.
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Forum 2018 Video: Why Buy-In Isn’t Enough to Create and Sustain Positive Culture Change
Eryc Eyl | February 5, 2019
E Source customer-centered culture expert Eryc Eyl explains that buy-in is inadequate to drive and sustain organizational change. Find out why and learn what you need instead to lead a customer-centered transformation at your utility.
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Why you should have a mobile app and how to develop it without breaking the bank
Keenan Samuelson | November 17, 2022
According to the E Source 2022 utility mobile apps industry scan, one-third of utility companies don’t have a mobile app. New mobile options make it accessible for you to build a mobile experience no matter your budget. We cover your options in this report.
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3 ways EISA could play out, and how you can prepare
Liza Minor | November 29, 2018
Wondering how and when the US Department of Energy will likely implement new lighting standards from the US Energy Independence and Security Act of 2007 (EISA)? You're not alone. We've partnered with NEEP to help you prepare your portfolio for these changes and deal with the lingering uncertainty.
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Even with leadership buy-in, CX implementation doesn’t always happen
Heather Hilgenkamp, Eryc Eyl | November 12, 2018
What steps can you take to better implement customer experience at your organization? This infographic has a few helpful recommendations, driven by findings from the 2018 E Source Customer Experience Survey.
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How to deflect calls and improve self-service
Akila Sarathy | August 28, 2023
By reducing the number of calls your contact center receives, you’ll likely reduce operating costs and increase customer and employee satisfaction. Learn how to create an effective call-deflection strategy, so contact center agents can spend more time focusing on the customer experience.
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