Customer experience (CX)
Most recent content on this topic
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.
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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.
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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 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.
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From bill to payment: Improving the customer experience
Melanie Wemple | April 2, 2019
For many customers, billing and payment interactions define the customer experience; it can be the only communication a customer has with their utility. Join us for a one-hour web conference to learn how two utilities are redesigning their billing and payment experiences with the help of E Source.
Online event
Engaging employees in customer experience: Lessons from beyond the utility world
Eryc Eyl | April 23, 2019
What does it take to become truly customer-centric? How can utilities engage every employee to create an exceptional customer experience? What can utilities learn from other industries? Go beyond broadcasting, bribing, and badgering with an award-winning leader in employee and customer experience.
Online event
Forum 2018 Video: Why Buy-In Isn’t Enough to Create and Sustain Positive Culture Change
Eryc Eyl | February 5, 2019
E Source customer-centered culture expert Eryc Eyl explains that buy-in is inadequate to drive and sustain organizational change. Find out why and learn what you need instead to lead a customer-centered transformation at your utility.
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Even with leadership buy-in, CX implementation doesn’t always happen
Heather Hilgenkamp, Eryc Eyl | November 12, 2018
What steps can you take to better implement customer experience at your organization? This infographic has a few helpful recommendations, driven by findings from the 2018 E Source Customer Experience Survey.
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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.
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