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!
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.
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.
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.
Commercial customers need help, too. Our new Quick Start Guide for small-medium businesses gets straight to the point to maximize savings and eliminate confusion.
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.
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.
Nothing beats learning from industry leaders. We spent 3 days at WEI's Women in Energy Symposium and met top executives from utilities. WEI did a fantastic job and we'll be back for more in 2016.
We created a new digital ad just in time for Halloween. 'Get Meshed' follows 'Get Smart' to pique customer interest in NV Energy's small-medium commercial DR 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.
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.
Customers love energy saving programs but not when they're confused by DR events - or worse, surprised. Our video explains Community Energy Events and has gotten over 1,800 view to date.
Finalized design for new Quick Start Guide for NV Energy's mPowered smart thermostat program. Mirrors the user experience from installation through first demand response event, and responds to customer pain points we identified in our 2014 satisfaction survey. Excited to get this into customers' hands and onto their phones.
Customer enrollments for NV Energy's residential battery trial going well! We finalized our print collateral and launched outbound calling last week. Excited to see homes become part of the grid.