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Apogee Shares Xcel Energy’s Video Messaging Success

Posted By Karen Morris, Wednesday, May 23, 2018

Personalized Video Messaging in the Energy Industry

 

For Immediate Release:

Atlanta, GA - May 23, 2010 Apogee Interactive’s CEO & Co-Founder, Susan Gilbert and co-presenter Suzanne McCloskey, Research Technology and Strategy Analyst, Consumers Energy, conducted a Video Messaging Master Class today at the Association of Energy Service Professionals (AESP) 2018 Spring Conference.  Susan highlighting recent pilots including one for Xcel Energy (XEL).

Apogee analyzed 500,000 XCEL customer billing histories to find the best candidates for various programs.  Treatment and control groups were established to measure how customers valued the messaging, and how the messaging affected customers’ perception of the utility. Results showed reduced calls to the call center and that 58% reported improved perception of their utility.

 “While many of our distributions achieve extraordinary click-through rates, some nearly 20 times the industry average, the biggest surprise was how customer interest increased as subsequent videos were sent,” said Susan Gilbert, Apogee CEO.  “Our second video received three times more viewers than the first, and the third was higher than the second,” she added.

“Up until now video messaging simply named the items on the bill and were considered cost-prohibitive at around a dollar per message.” Susan explained, “What is different now is the analysis explains impacts of weather, days of service, rate changes and behavior impacts, and most remarkably, all at pennies a message.”   

“What was viewed as too expensive, utilities are now embracing as the most affordable, high impact method of engaging customers,” she concluded.

During the Video Messaging Master Class attendees were given the what, how, and why of offering their customers personalized video messages. Ms. Gilbert explained the ease of secure billing data transfer, setting up treatment and control groups, creative content development, and the evaluation process.

According to WordStream 51% of marketing professionals worldwide name video as the type of content with the best ROI. In addition, viewers retain 95% of a video message compared to 10% reading text. With their application of machine learning and predictive analytics, Apogee software architects predict this is only the beginning of data integration technology that will provide customers more meaningful engagement with their energy providers.

About Apogee Interactive:

Apogee Interactive is the nation’s leading full-service provider of proactive customer engagement software services for utilities. As a partner with the utility industry since 1993, Apogee’s digital engagement platform delivers digital proactive and personalized digital communication to hundreds of North American utilities from coast to coast, including some of the largest and most progressive, such as Southern Company, Lakeland Electric, and Jackson EMC. For more information visit www.apogee.net  or LinkedIn.

Media Contact: Karen Morris, info@apogee.net or 678-684-6800

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Tags:  Apogee Interactive  Customer Engagement Residential Programs  Energy Analysis 

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How to make your customer engagement POP…

Posted By Karen Morris, Monday, November 6, 2017

Today’s customer expects instant everything. Communications from the companies they know and do business with should be personal, timely, and relevant.  Forward thinking marketing and communications professionals also know an integrated marketing approach is most effective. Offering customers a choice through multiple channels gives the customer a sense of control, resulting in improved customer satisfaction and engagement.

Personal, Outbound, and Proactive (POP)

Forbes predicts that by 2020 82% of internet traffic will be video. That is up considerably from the current 69% in 2017. Including video in your communications mix is engaging and fun. Apogee’s personalized bill explanations are seeing extraordinary results with 98% of utility customers wanting to receive these communications regularly. What could be more relevant, and proactive? The videos explain in easy to understand terms why a bill has changed and offers a simple call to action designed for program promotion, surveys or just to encourage web traffic.

Today personalization means more than just adding first names.  Personalization is now defined as personalized content recommendations. Sending threshold alerts to customers demonstrates the power of outbound personalized and proactive communications. Letting a customer know when their bill is nearing a set amount mid-cycle then offering proactive recommendations on how save before the high bill drops. This enables the customer to take steps to manage their usage.

Energy summary reports are another way to engage energy customers with relevant information. In one control group, Apogee emailed summary reports to 40,000 customers. Among the group that received these reports, customer satisfaction increased by 16%.

What could be more relevant and personalized that your bill analysis, energy threshold alerts, or an energy summary report?

Recommendations for Success

1.      Provide information that addresses the customer benefits ahead of desired utility benefits.

2.      Include multiple outbound channels and tactics in your toolkit.

3.      Make customers feel valued by giving them relevant information they need.

 

In a recent study by Forrester, 68% of firms surveyed identified personalization as a priority. The days of sitting back hoping customers will visit your website are long gone as is blasting emails to thousands without targeting. Personal, outbound, and proactive messaging is a must if you want to get customers engaged and keep them engaged.

Digital engagement tools like online audits, video bill explanations, and text alerts are easy ways to communicate relevant, personal information. These should be essential elements of any utilities’ marketing toolkit. 

To learn more about ways to improve your customer engagement visit www.apogee.net or contact Karen Morris at info@apogee.net , 678-684-6801. 

Tags:  apogee Interactive  Customer Engagement Residential Programs  Energy Analysis 

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Apogee’s Customer Engagement Solutions Now on a Single Platform

Posted By Karen Morris, Wednesday, February 8, 2017

 

Apogee will showcase the Empower Platform new product launch at AESP National next week. Visit booth 200 and www.apogee.net to learn more.

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Tags:  customer engagement digital  Energy Analysis  Residential Programs 

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