Voice of the customer (VOC)
Most recent content on this topic
E Source delivers roadmap to overcome major barriers to adoption of electric vehicles
Sannie Sieper | August 25, 2020
This press release describes the research E Source conducted for the Colorado Energy Office. The Colorado Electric Vehicle Education and Awareness Roadmap identifies barriers to electric vehicle adoption and highlights messaging strategies that will help the state overcome such hurdles.
Beneficial electrification 101: Workshop
Courtney Welch | August 25, 2020
Electrification is a major topic for utilities. However, some elements of it are still uncertain. In this 101-level event, we’ll focus on the building blocks needed to create a beneficial-electrification strategy.
Virtual event
VOC maturity in the utility sector
Eryc Eyl | March 9, 2020
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.
Report
Exploring business customer nuances
Devin Fink | December 24, 2019
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.
Report
Top-Rated Utility Websites Prioritize Customer Needs, According to 2019 E Source Study
Sannie Sieper | September 3, 2019
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
Lisa Markus | May 16, 2019
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.
Virtual event
Engaging Middle Managers to Stoke a Customer-Centric Culture
Eryc Eyl
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.
Report
What Will the Future Utility Brand Look Like?
Bill LeBlanc | October 17, 2018
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.
Newsletter
What Canadian Customer Insights Does E Source Offer?
Luke Currin, Rachel Cooper | December 10, 2018
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.
Virtual event
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.
Report
