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.
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Q:What are some examples and best practices for using testimonial videos to promote energy-efficiency programs to the residential market?
A:Testimonials can be an authentic, empathetic, and trust-building way to promote your energy-efficiency programs and offerings. Best practices include:
Q:What are some effective ways to market paperless billing in terms of timing, behavioral tactics, and bundling with related offerings?
A:Behavior-change themes should be integrated into any paperless billing marketing strategy.
Market research by at least three utilities, including BC Hydro, Entergy, and Union Gas, found that customers don’t switch to paperless billing because their paper bills serve as reminders to pay.
What are utilities doing to plan for the wants and needs of their future customers? To help answer this question, E Source is holding its annual Executive Roundtable for Customer Innovation in Boston on April 16, 2019. This meeting for the executive leadership of utilities’ customer-facing departments provides participants with the opportunity to hold frank, closed-door discussions with their peers.
E Source is pleased to announce the launch of a new energy industry award in memory of Jim Rogers, former chairman and CEO of Duke Energy. To honor his commitment to promoting industry innovation as well as the key role he played in advising E Source on how to better support members, E Source will present the inaugural Jim Rogers Innovation Award to an outstanding utility leader on September 18 at the 2019 E Source Forum.
E Source is looking for a utility executive who:
For the 11th consecutive year, E Source will be recognizing and rewarding creative excellence in utility advertising with the annual E Source Utility Ad Awards Contest. The contest is now open and accepting entries until May 3, 2019.
How many utilities have employees using brand-affiliated handles for social media outreach?
The results from the E Source 2016 Social Media Survey show that 48% of the 31 utilities that participated have brand-affiliated handles outside of their main channels, whether they’re public affairs officers, members of the social media team, executives, or others (Figure 1).
Q:How can I enhance my utility’s large commercial and industrial (C&I) application process to give customers a great experience?
A:We recommend focusing on four areas to successfully activate new service for large C&I customers.
Proactive communication. Key account managers (KAMs) should establish proactive communication patterns with customers and offer assistance at each project stage from application to completion.
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