1. Delivering Improved Customer Experiences and Operational Savings Through Your Website, Self-Service, and Social Media EUCI Web Self-Service, Mobile Apps, and Social Media for Utilities Maureen Russolo Director, Customer Experience Serviceswww.esource.com March 26 2012

2. Outline 1. What is E Source 2. Rising Customer Expectations 3. Contact Channels and Management Mobile Texting Chat Social Media Preference Centers 4. Customer Experience 5. Questions2 www.esource.com || 2012 E Source

3. What is E Source? What: Membership-based energy efficiency advisory service; unbiased research and analysis. Fuel-neutral, Product-neutral, Vendor-neutral, Program-neutral for Who: Entire energy market -primarily utilities- also government, corporate energy management, energy service providers, and product manufacturers. Why: Dont reinvent the wheel, rely on our analysis. Leverage knowledge and successes from existing programs How to access: Search content via web library, attend peer discussions, web conferences, and direct inquiry. Research portal, newsletters and trends, leader group calls, webinars, and Member Inquiries.3 www.esource.com || 2012 E Source

4. Each E Source Service Contains Resources Newsletters and trends Research reports, case studies, & best practices Web conference archive Online access to all content Resources Events Events Leader-group call-ins Web-conferences Live conference & networking Member Inquiries Unique deliverables Industry Experts Member Inquiry Service4 www.esource.com || 2012 E Source

5. 5 www.esource.com || 2012 E Source

6. 6 www.esource.com || 2012 E Source

7. Mobile Web and Apps7 www.esource.com || 2012 E Source

8. United States Canada 83% of American adults have a cell phone 78% of Canadian adults have a cell phone8 www.esource.com || 2012 E Source

9. United States Canada 46% 38% of American adults have a smartphone of Canadian adults have a smartphone9 www.esource.com || 2012 E Source

10. Canada 13% households reported they used a cell phone exclusively, up from 8% in 200810 www.esource.com || 2012 E Source

11. United States 29% of American adults have a tablet or e-reader11 www.esource.com || 2012 E Source

12. 51 utilities have a mobile-optimized website 14 utilities have a mobile application12 www.esource.com || 2012 E Source

13. Most Common Mobile-Optimized Features Outage/Emergency Reporting 13 Mobile-Optimized Feature Home Page 10 Outage/Gas Leak Status 8 Account Balance 6 My Account 5 Contact Us 5 Online Payment 4 Registration and Login 4 Account Alerts 1 0 2 4 6 8 10 12 14 Number of Sites Supporting E Source13 www.esource.com || 2012 E Source

14. Tips for Developing a Mobile Website Do: Allow the site to auto-detect mobile visitors Research mobile customer needs/wants Test, test, test! Consider responsive design more work up-front, but allows for optimal design on any screen size Dont: Ignore web analytics Try to fit all website content on the mobile site Forget to include a link back to the full site14 www.esource.com || 2012 E Source

15. Text Messaging15 www.esource.com || 2012 E Source

16. United States Canada 83% of American adults have a cell phone 78% of Canadian adults have a cell phone16 www.esource.com || 2012 E Source

17. United States Canada 73% 65%of American adults use their phone for text messaging of Canadian adults use their phone for text messaging17 www.esource.com || 2012 E Source

18. Of those 73% of Americans who text 31% Of adults prefer text messaging to talking on the phone18 www.esource.com || 2012 E Source

19. Benefits of Text Messaging for Utilities Service Gap - Customers already know, use, and prefer text messaging Great channel for hard-to-reach, higher-cost customers: Low Income Non-Internet users Non self-serve Low overhead and transaction costs19 www.esource.com || 2012 E Source

20. Types of Text Messages Account balance Outage notifications Bill amount and due date; Usage alerts bill to date Service disconnect Payment reminders (notice or disconnection) Text-to-pay Collections Payment posted Energy-Saving Tips Bill is over set amount Pricing Signals20 www.esource.com || 2012 E Source

21. Utilities offering Text-to-Pay service Denver Water NorthWestern Energy Salt River Project Kansas City Power & Light 469 enrolled 73 making payments 25% of non-users interested Image courtesy: photostock / FreeDigitalPhotos.net21 www.esource.com || 2012 E Source

22. Online Chat22 www.esource.com || 2012 E Source

23. Utilities Offering Chat DTE Energy (pilot) Memphis Light, Gas, and Water Reliant Energy Southern Company TXU Energy23 www.esource.com || 2012 E Source

24. TXU Energys Chat Window24 www.esource.com || 2012 E Source

25. 25 www.esource.com || 2012 E Source

26. Reasons for Deploying Chat Is cost effective Decreases web abandonment rate Contains contact in web channel Increases customer satisfaction Enables remote workers/telecommuting26 www.esource.com || 2012 E Source

27. Social Media27 www.esource.com || 2012 E Source

28. Big 5 Still Dominate 96% (up from 74% in 10) 80% (up from 65% in 10) 90% (up from 71% in 10) 60% (up from 48% in 10) 38% (up from 15% in 10)28 www.esource.com || 2012 E Source

29. Channel Followers 36% 12% 18% 12% 5000+ = 18% 12,000+ = 2 14%29 www.esource.com || 2012 E Source

30. Channel Followers 30% 14% 5000+ = 18% 10% 10,000+ = 3 24%30 www.esource.com || 2012 E Source

31. Top Five Social Media Issues31 www.esource.com || 2012 E Source

32. E Source 2012Utility Social Media Survey Integrating social media into a broader customer experience plan 38% E Source 2011 Social Media Survey Confidential do not distribute www.esource.com || 2012 E Source

33. E Source 2012Utility Social Media Have You Had To Report Social Media Interactions To Your Commission? Yes = 14% E Source 2011 Social Media Survey Confidential do not distribute www.esource.com || 2012 E Source

34. 2011 E Source Social Media SurveyImportant Uses of Social Media Outages/crisis 90% EE/safety tips 84% Corp Comm Messages 76% Communicating w/ media 76% Product/Service promotion 60% Customer Engagement 56% Direct Customer Service 46% E Source 2011 Social Media Survey Confidential do not distribute www.esource.com || 2012 E Source

35. Managing Customers Preferred Contact Channels www.esource.com || 2012 E Source

36. Preference Centers = Customization Customers can choose Frequency of contacts from their utility Contact channels Communication types36 www.esource.com || 2012 E Source

37. Channels and Communication Types Contact channels E-mail Online message center Outbound phone call Text message Communication types Alerts Billing Disconnect notices Energy usage Marketing campaigns Newsletters Shareholder information37 www.esource.com || 2012 E Source

38. 38 www.esource.com || 2012 E Source

39. Portland General Electric39 www.esource.com || 2012 E Source

40. Customer Experience40 www.esource.com || 2012 E Source

41. Experiences Happen Everywhere Web Self- Mobile service Social Live media agent Walk-in Utility bill office Customer Marketing IVR material Meter E-mail reader USR Text Chat41 www.esource.com || 2012 E Source

42. Customer Experience Management Means The process of deliberately planning and enhancing all customer interactions with a company to deliver superior service and inspire loyalty.42 www.esource.com || 2012 E Source

43. 83 Percent Engage in CEM or Plan to in the Next 12 Months Respondents Engaging in CEM No 17% Yes 83% E Source43 www.esource.com || 2012 E Source

44. Percentages may total more than 100%, as respondents could select more than one response.44 www.esource.com || 2012 E Source

45. Organizing Around CEM Respondents Departmental structure (%) We have a small working group devoted to CEM. 36 We dont have a department or small working group, but we 21 believe that CEM is everyones role. We have an official department dedicated to CEM. 18 We use a different organizational structure for CEM than whats 18 mentioned above. We arent currently focusing on CEM, but we plan to do so within 6 the next 12 months. E Source45 www.esource.com || 2012 E Source

46. Leadership Teams Are Cross-Functional 71% use a cross-functional leadership team to guide the utilitys customer focus. Frequency of Meetings On no set schedule 10% More than once/month 15% Monthly 50% Quarterly 25% E Source46 www.esource.com || 2012 E Source

47. 47 www.esource.com || 2012 E Source

48. Conference Includes Presentations from: Key Note from Tammy McLeod, Arizona Public Services, Chief Customer Officer and 2010 Chief Customer Officer of the Year Chris Bevel, Channel Experience Designer, FedEx Zappos Head Quarters Tour Zappos Speaker Caroline MacKool, DTE, Customer Service Strategy John Lincoln, Customer Experience Leader, Duke Energy E Source staff presenting survey and benchmarking data And many other industry professionalsLearn more at http://www.esource.com/ucec2012.

49. Questions?49 www.esource.com || 2012 E Source

50. For more information Maureen Russolo E Source Director, Customer Experience Services maureen_russolo@esource.com P 303-345-9100 C 313-600-668750 www.esource.com || 2012 E Source