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Xcel Energy Garners AESP Award for Personalized Video Messaging Program

Posted By Karen Morris, Tuesday, January 22, 2019

Enhancing the Customer Experience and Improving Brand Perception

For Immediate Release:

Atlanta, GA - January 23, 2019 - Today during the Association of Energy Service Professionals’ (AESP) 29th National Conference in San Antonio, Texas, attended by more than 700 utility professionals, Xcel Energy was recognized for outstanding achievement in customer engagement. AESP is dedicated to bringing veteran and young energy industry professionals together to highlight the most forward-thinking energy companies and to help advance their careers. The AESP Energy Award is granted to select utilities annually to recognize the spirit of innovation. Xcel Energy’s outbound communications program, developed by Apogee Interactive, combines customer engagement, customer satisfaction, education, and program promotions.

Xcel Energy’s Personalized Video Messaging (PVM) program has achieved strong results in customer engagement using proactive, personalized videos to educate customers about how to lower their electric bills, prepare for heating and cooling seasons, delivers annual energy summaries as well as and an email message with information about online energy audits and other programs.

The pilot program, which has now gone to scale, showed that 89 percent of Xcel Energy customers found the videos were very or somewhat useful, with 93 percent giving encouraging feedback. Of the recipients responding, 58 percent reported an improved perception of the Xcel Energy brand.

Engagement, as measured by open and click-thru rates were equally impressive.  Open rates topped 50 percent with click-thru rates of 16 percent an increase of what the company typically experiences. Perhaps the most notable accomplishment of the pilot was the 15 percent reduction in calls to the contact center from the treatment group receiving the personalized videos vs. the control.

Apogee’s CEO, Susan Gilbert stated, “Today’s highly competitive marketplace has proven that regardless of industry, companies that deliver personal and relevant messaging find increased customer engagement.” She added, “Our clients are seeing astounding and lasting results with our outbound communications platform, Apogee is proud to serve Xcel Energy and support their innovative approach to customer engagement.”

About Apogee Interactive: Apogee Interactive is a woman-owned business and 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 proactive and personalized 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 or on LinkedIn.

About Xcel Energy:

Xcel Energy (NASDAQ: XEL) provides the energy that powers millions of homes and businesses across eight Western and Midwestern states. Headquartered in Minneapolis, the company is an industry leader in responsibly reducing carbon emissions and producing and delivering clean energy solutions from a variety of renewable sources at competitive prices. For more information, visit or follow us on Twitter and Facebook.


Tags:  Apogee Interactive  award  customer engagement  digital engagement  marketing 

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Dr. Benn Messer of Research Into Action part of team that won the 2017 Warren J. Mitofsky Innovators Award

Posted By Sara Titus, Thursday, May 25, 2017

Member of Local Research Firm on Team That Wins Prestigious National Research Award


Portland, OR (May 25, 2017) — This past weekend the American Association for Public Opinion Research presented the 2017 Warren J. Mitofsky Innovators Award at its 72nd Annual Conference in New Orleans, Louisiana to a team led by Dr. Don A. Dillman of Washington State University. The team included Dr. Benn Messer of Portland, OR-based firm Research Into Action, as well as researchers from Texas Christian University, University of Utah, University of Nebraska, and Nielsen.


The Warren J. Mitofsky Award recognizes individuals, groups, and institutions who have produced seminal work in public opinion and survey research over the past decade. Current and past recipients have developed pioneering theories, ideas, applications, methodologies, and technologies that have shaped and advance these fields. Past recipients include Nate Silver, Founding Director and Editor in Chief of, Willem Saris of Pompeu Fabra University, Daniel Oberski of Tilburg University, and others.


AAPOR recognized Dr. Dillman’s team for their work developing a web-based data collection method that helps today’s researchers overcome the challenges imposed by emerging technologies and changing communication preferences. Their methodology is now being used by the U.S. Census Bureau and in many countries to conduct major surveys relevant to public policy decisions.


“Emerging technology has completely changed the way people communicate,” said Research Into Action President Dr. Jane Peters. “The work of Dr. Dillman, Benn, and the rest of their team has been essential to helping researchers like us continue to collect meaningful data and insights in the new digital economy.”


Tags:  AAPOR  award  Dillman  research 

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The Force is Strong with This One

Posted By Sabrina Cowden, Thursday, September 8, 2016

Milepost recognized for creating the most positive overall community impact.

We’re excited to announce that we were honored today in the Best for Workers category during B the Change Media’s Best for the World Awards.

What does that mean?
As many of you know, Milepost Consulting is a certified B Corp, which means we’re a for-profit company certified by the nonprofit B Lab to meet rigorous standards of social and environmental performance, accountability, and transparency. This award indicates a top 10% ranking in the small business category for the positive impact we have on our team.

Focusing on overall work environment within the company and considering management and worker communication, job flexibility, culture, benefits, and training, Milepost is helping to set the gold standard for employee impact. We believe we must use business as a force for good and that begins with our own team.

A big part of our culture is making sure we share those positive impacts with our clients as well and helping them to incorporate B Corp principles into their own organizational practices.

If you are a client, thanks! We hope you’ve noticed and enjoyed working with our happy, healthy workforce.

Thank you,
Milepost Consulting Team

Tags:  award  b corp  milepostconsulting 

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