Billing | Page 3 | E Source

Most recent content on this topic

Embrace empathy in utility bill communications

Joshua Sorensen, Hailey Walker, Paige Martin Cox | December 6, 2023

By understanding customers’ emotions at different billing touchpoints, your team can better communicate about high bills, rate increases, and billing assistance programs. In this report, we offer tips to create more-empathetic messaging in bill communications to low- and moderate-income customers.

Report

Are we getting utility bill designs all wrong?

Bill LeBlanc | June 13, 2018

Sign up for E Source's upcoming bill redesign web conference on June 26, 2018, to learn how to better design your utility bill to serve customers' needs. We'll discuss our recent ethnographic market research, customer-centric design-thinking approaches, and more.

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Radically redesign your utility’s customer bill using design thinking

Bill LeBlanc | June 26, 2018

Through recent ethnographic research, E Source revealed major conflicts between how utilities design their bills and the information customers want. We've transformed the bill redesign process and are looking for utilities to partner with us for their redesign efforts. Sign up to learn more.

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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

Do customers understand their utility bill? Do they care? What utilities need to know

Bill LeBlanc | January 21, 2016

Learn how clearer bill communications and education around energy terminology can engage customers in energy usage.

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