Voice of the customer (VOC)
Most recent content on this topic
5 steps to developing an electric vehicle CX strategy
Lisa Schulte | September 24, 2020
Before you can effectively improve the customer’s electric vehicle (EV) journey, you need a strategy. Learn the five steps you should take to develop an effective EV customer experience strategy.
Report
E Source delivers road map 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.
What COVID meant, and means, for home upgrades in 2021
Liza Minor | May 3, 2021
According to the 2021 E Source COVID-19 Residential Survey, at least 10% of respondents have delayed a home upgrade because of the pandemic, but 25% of respondents said they’ll make at least one upgrade in 2021. This report helps you convert those customers into program participants.
Report
How customers prioritize their bills
Sarah Baker | June 24, 2020
Your customers want to pay their utility bills on time and in full. But due to COVID-19, some of your customers have needed to prioritize certain household bills over others. In the 2020 E Source COVID-19 Residential Survey, we asked customers how and why they prioritize their household bills.
Report
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 | 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.
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
