Voice of the customer (VOC)
Most recent content on this topic
VOC maturity in the utility sector
How do your voice-of-the-customer (VOC) management practices stack up against other utilities’ practices? Data from the 2018 E Source Customer Experience Survey reveal strengths and opportunities for improvement in managing VOC.
Exploring business customer nuances
Your business customers are unique, so you’re not likely to find a one-size-fits-all approach to serving them. We’ll share trends and insights gleaned from our market research studies that will help you strategize by business type.
Top-Rated Utility Websites Prioritize Customer Needs, According to 2019 E Source Study
This press release announces the top utilities in 2019 E Source Review of North American Electric and Gas Company Residential Websites.
Redefining the Low-Income Customer Experience
Join us for this one-hour web conference to learn how companies use market research, segmentation, customer journey mapping, innovative marketing techniques, and internal alignment to better understand and support low-income customers.
Engaging Middle Managers to Stoke a Customer-Centric Culture
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.
What Will the Future Utility Brand Look Like?
At the Fall 2018 E Source Utility Marcom Executive Council, we had participants describe the current and future states of utility brand. They started with words like reliable, safe, and low cost and shifted to phrases like socially responsible and customer-centric.
What Canadian Customer Insights Does E Source Offer?
Which of your customers want an electric car? What are their communication preferences and online behaviors? The E Source Canadian Residential Customer Insights Center answers these questions and many more. Join this web conference to learn what consumer insights you can access through this tool.
Optimizing a Utility Voice-of-the-Customer Program: Consulting Case Study
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.
Voice-of-the-Customer Success: Consulting Case Study
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.
DER Portfolio Innovation Working Group: Preworkshop Call
If you're attending the DER Strategy Working Group Meeting: Driving Innovation in Your Customer Portfolio at the E Source headquarters in Boulder, CO, October 16–18, 2018, you won't want to miss this pre-workshop call. We’ll set expectations for the workshop and share background material.
