Voice of the customer (VOC)
Most recent content on this topic
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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What type of customers have DER technologies?
Rachel Cooper, Laura Ruff Agard, Alanya Schofield, Courtney Welch | December 11, 2018
Through the 2018 E Source Residential DER Customer Market Research, we asked customers in the US and Canada about their distributed energy resource (DER) technologies and their interest in them. From this, we developed 12 DER technology customer personas to consider during your portfolio design.
Ebook
E Source announces top utilities in business customer satisfaction
Sannie Sieper | November 13, 2018
This press release announces the top utilities in the E Source Business Customer Satisfaction: Gap and Priority Benchmarks.
Press release
Optimizing a utility voice-of-the-customer program: Consulting case study
August 2, 2018
Learn how E Source Consulting & Advisory Services helped South Jersey Gas implement a comprehensive voice-of-the-customer program that increased the focus on customers throughout the utility and created an emphasis on data-driven decision-making.
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Voice-of-the-customer success: Consulting case study
August 9, 2018
Learn how E Source Consulting & Advisory Services helped a leading manufacturer of wire products for the building, energy, and original equipment manufacturing sectors create and implement a comprehensive voice-of-the-customer program that's building customer loyalty.
Report
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.
Online event
Using data to drive your business customer marketing decisions
Luke Currin, Rachel Cooper | May 29, 2018
The E Source Business Customer Insights Center uncovers insights about US business customers' energy-related priorities, preferences, and interests. During this web conference, we'll reveal the tool's newest updates and present some intriguing data trends.
Online event
Using data to drive your residential customer marketing decisions
Luke Currin, Rachel Cooper | May 15, 2018
During this web conference, we'll unveil the latest updates to the E Source Residential Customer Insights Center and present intriguing data trends about US residential customers' energy-related priorities, preferences, and opinions.
Online event
What your business customers really want
Daniel Doutre | December 14, 2017
Read what we learned when we surveyed more than 1,000 large business customers about their satisfaction with their utility and their utility account rep. You might be surprised by the results!
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