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How to make the billing and payment experience a positive customer touchpoint
Melanie Wemple | March 28, 2019
When designing a better billing and payment experience, whether it's for residential or business customers, it's critical to look at each interaction from the customer's point of view.
Newsletter
E Source Hosts Executive Roundtable for Customer Innovation on April 16 in Boston
Sannie Sieper | March 14, 2019
This press release announces the E Source Executive Roundtable for Customer Innovation, which is being held in Boston on April 16, 2019. This meeting for the executive leadership of utilities’ customer-facing departments will immerse participants in design thinking and ethnographic research.
Press release
What are best practices for marketing paperless billing?
Luke Currin | March 5, 2019
In this answer, we reveal how to overcome customer barriers to paperless billing and showcase a number of examples of effective marketing strategies.
Ask E Source answer
How do you use customer testimonials to promote residential energy-efficiency programs?
Jessica Bailis | January 11, 2021
Testimonials can be an authentic, empathetic, and trust-building tactic for reaching your customers. These utility examples and best practices will help you devise a plan for using testimonials to boost participation in your energy-efficiency programs.
Ask E Source answer
How to improve your utility website: Findings from the 2017 E Source Website Benchmark Study
Heather Hilgenkamp
Read best practices based on industry-level findings from the E Source Review of North American Electric and Gas Company Residential Websites. The study analyzes website features, tested on computers as well as mobile devices, that are important to residential utility customers.
Ebook
Answering questions about high bills
Liza Minor, Jeffrey Daigle | April 11, 2022
When utility customers get bills that are higher than expected, it’s usually because of metering issues, seasonal changes to their homes or behavior, or nonseasonal changes. Our five-step response to customer calls about high bills can help you identify the problem and offer the right solution.
Report
How do you prepare your contact center for solar and electric vehicle demand?
Keenan Samuelson, Lauren Potter | June 11, 2019
This Ask E Source answer has tips on preparing your contact center for an increase in solar and electric vehicle (EV) customer demand. We recommend using customer-friendly language, including solar and EV options on the IVR menu, and developing a knowledge base for agents.
Ask E Source answer
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 are best practices for developing customer personas?
Chad Garrett | March 19, 2019
In this Ask E Source answer, we share best practices for developing focused and broad customer personas within a utility.
Ask E Source answer
Benchmarking DSM Savings as a Percentage of Utility Sales
Rachel Reiss Buckley, Liza Minor | March 12, 2019
Using data from E Source DSM Insights, we analyzed average portfolio savings as a percentage of sales. Our infographic shows which utilities have achieved average annual energy savings of at least 2% and is an example of how E Source can help you benchmark your demand-side management portfolio.
Report
