Problem shaping for Shell New Energies


We've been busy working with Shell New Energies on a new engagement tool for residential customers.  Starting with concept testing and in-depth interviews, we advised on customer segmentation, product definition and messaging strategy.  Mid-stream we conducted focus groups to identify values, expectations and pain points; we also gauged the emotional response to various product features.  Stay tuned for more!

ZMS presents on PLMA webinar

Don't miss us on Thursday, March 9th at 9:30am Pacific.  We're presenting on PLMA's Customer Engagement webinar.  Hear how we led customer journey mapping for NV Energy and produced a comprehensive touchpoint plan for its SMB ADR program.

Customer journey mapping

The typical utility customer receives multiple touches.  Ensuring a consistent experience is challenging.  We worked with NV Energy to develop a customer touchpoint plan for its SMB customers.  Our first steps were to gather stakeholders for a two-day workshop mapping the customer experience.

Smart grid and sustainability

We stay on top of industry trends by listening to thought leaders.   2017 began at Smart Grid Consumer Collaborative's symposium in San Diego, and we just attended UCLA Anderson's Women in Leadership Summit - with a terrific panel on sustainability led by senior management from SoCal Edison.

Talk to your customers

Clark County, Nevada is 30.6% Hispanic (U.S. Census Bureau, July 2015). We produced NV Energy's door hanger for its southern service territory printed in English on one side and Spanish on the other. 

Go straight to the source

We're reaching out to customers with a personal touch.  Installation technicians are posting doorhangers promoting NV Energy's small-medium DR program.  After finishing a job with an enrolled customer, they're making quick stops at nearby businesses.

Cross-marketing new HVAC program

What better target segment than customers already participating in your programs?  We promoted NV Energy's Exact Comfort (plus mPowered Commercial) to residential customers currently enrolled in the company's smart thermostat DR program.   Our e-newsletter also thanks them for participating in this season's DR events and shares results to date.

Small-medium commercial program launched

Proud to launch NV Energy's new mPowered Commercial program for small to medium-sized businesses.  Outreach efforts include digital ads and related articles in specialized e-newsletters, a dedicated landing page, outreach emails, and a referral program with NV Energy's call center for commercial customers.