Josh Sorensen

Josh Sorensen joined E Source in 2022 as a staff writer. Josh has six years of international experience as a formal classroom educator, starting as a Peace Corps volunteer in Mozambique in the education sector. And later, Josh worked as a science and English teacher with the Japan Exchange and Teaching Program at a STEM high school in Oshu, Japan. Josh holds a BS in marine biology from the University of West Florida.

Bryson Brown

Bryson Brown helps utilities improve their customer experience by researching, analyzing, interpreting, and presenting data related to utility customers. Bryson communicates with industry professionals and E Source clients to identify objectives while performing research and consultation. Bryson explores and keeps up to date on the utility space and related sectors. Bryson attended Louisiana Tech University and Grambling State University and majored in economics.

Rajeev Kotha

Rajeev Kotha researches buildings, energy systems, and grid modernization. Prior to joining E Source, he worked for a community solar administrator, where his efforts were focused on improving the business operations, and for a nonprofit organization that promotes the adoption of energy efficient products and services, where he analyzed energy efficiency and demand-response programs across the US and Canada.

Patrick Woodworth

Patrick Woodworth is an associate analyst at E Source where he researches low-income customer issues, next generation trends, and equitable transitions to a clean energy economy. Before joining E Source, Patrick worked for DEFG, which E Source acquired in July 2022. Patrick also has grant writing and consulting experience. He holds a double BA in philosophy and communication studies with a minor in political science from Eastern Washington University.

Jamie Wimberly

Jamie Wimberly has more than 25 years of experience in energy, working with leading technology innovators, executive teams at major investor-owned utilities and energy retailers, thought leaders, and regulators. His expertise includes general management and operational consulting, customer engagement and strategy, program and offering design, marketing and communications, and customer service.

Creating customer personas

Customer personas, also known as avatars, serve as the focal point of your messaging and help you understand who your customers are. Personas remind you to consider your customers’ perspectives, values, pain points, and emotions when marketing to them. You can use this information to communicate in a way that resonates with your ideal customers.

How to communicate a rebrand to customers

Whether you’re refreshing, redesigning, or reintroducing your brand, effectively communicating the details of your rebrand is essential for maintaining strong customer relationships. Create communications that proactively answer customers’ questions, explain why you’re making changes, and highlight how they’ll benefit.

By making sure your customers know you have their best interests at heart, your utility can put your customers at ease and leave them excited about this next step.

Canadian Residential Customer

There’s room for improvement in marketing your programs and services, especially related to low-income customers and paperless billing. More than two-thirds of respondents (67%) said they didn’t use any programs or services provided by their utility in the past 12 months. This group cited lack of awareness and information as the top reason for not participating in programs: 29% said they weren’t aware that their utility offered any programs or services and 7% said they couldn’t find any information about the programs offered by their utility.

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