Common Client Agendas TodayCommon Client Agendas Today• ““Broad and Deep” influenceBroad and Deep” influence

– Gaining and keeping the customer’s attentionGaining and keeping the customer’s attention– Helping them answer the questions they haveHelping them answer the questions they have– Leading them to appropriate next stepsLeading them to appropriate next steps– Supporting them in those actionsSupporting them in those actions– Confirming success and suggesting next stepsConfirming success and suggesting next steps– Assuring customer satisfaction in the processAssuring customer satisfaction in the process

• Apogee “toolkit” that accomplishes thisApogee “toolkit” that accomplishes this

“The average person spends 6 minutes a year thinking about their energy use.” Greg Guthridge, Managing Director Utility Customer Care Practice

How do I compare?

Why are my bills changing?

How much does this use?

Are things getting worse?

Are my efforts paying off?

What can I do to save?

“When you have them by the bills, their hearts and minds will follow!”

Don’t Blow that 6 Minutes!Don’t Blow that 6 Minutes!• Accuracy matters – more than a pretty faceAccuracy matters – more than a pretty face• Customers are very suspicious of savingsCustomers are very suspicious of savings

– Windows that “will pay for themselves”Windows that “will pay for themselves”– Programmable thermostat savingsProgrammable thermostat savings– Insulation and infiltration upgradesInsulation and infiltration upgrades

• If you are going “broad and deep” beware ofIf you are going “broad and deep” beware of– Unrealistic savings predictionsUnrealistic savings predictions– Recommending measures that do not applyRecommending measures that do not apply

EE Triage Captures OpportunitiesEE Triage Captures Opportunities

• First response – customer self serviceFirst response – customer self service (proven to drastically reduce tire-kicking audits)(proven to drastically reduce tire-kicking audits)

• Trained customer service representativeTrained customer service representative• True EE advisor (still no home visit)True EE advisor (still no home visit)• Energy Advisor provides walk throughEnergy Advisor provides walk through• BPI/HPwES qualified person evaluationBPI/HPwES qualified person evaluation• Consistency matters throughout!Consistency matters throughout!

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Focus On Home Audits with Opportunities

Full Details Captured in the HomeFull Details Captured in the Home

• Can use iPAD, Tablet, or any standard laptop Can use iPAD, Tablet, or any standard laptop • Optimized for Apple Numbers controlsOptimized for Apple Numbers controls• Optimized for Microsoft Excel controlsOptimized for Microsoft Excel controls• Bill disaggregation and bill agreement graphsBill disaggregation and bill agreement graphs• As details are refined/added while in homeAs details are refined/added while in home

– Explanation of the bills is visual – compellingExplanation of the bills is visual – compelling– Seasonal and non seasonal issues identifiedSeasonal and non seasonal issues identified– Prompts focused review of opportunities in homePrompts focused review of opportunities in home

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Comments and Recommendations

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Email file back to generate audit results

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Mass Marketing –We are your best choice

Choice Awareness –Here are your choices

Choice Agents – Personal TrainersWe manage your choices

Choice Support – Weight WatchersWe help you succeed

We do like choices We do like choices – Our – Our ChoicesChoices

Consumers Reports – Independent choice ratings

Choice Reactions – AmazonHere is what others think

Dealers & Suppliers – Home DepotWe will fix it/install it for you

The Power of Customer Choice®

Personalizing Energy ChoicePersonalizing Energy Choice• Customer PerspectivesCustomer Perspectives

– Home owner vs. renterHome owner vs. renter– Proven and easy vs. advanced and innovativeProven and easy vs. advanced and innovative– Do it yourself vs. looking for a providerDo it yourself vs. looking for a provider– Quick fixes vs. home makeoversQuick fixes vs. home makeovers– Quick payback vs. lifetime savingsQuick payback vs. lifetime savings

• Programs must be shown as customer successPrograms must be shown as customer success• Therefore, the site must be the customer’s!Therefore, the site must be the customer’s!

PreferenceFor Mail?

Preferencefor Online

Send back “bingo” card

Mail offer to entire sample

Online Enrollment

Launching Progress InsightsLaunching Progress Insights

Our clients can either force opt-out or opt-in-Can soft launch with employees only-Can launch to current “targeted” email list-Customers can select print or online-They select the kind of information they want-Default can be – receive print w/o response

Main Menu – Post Enrollment

Registration

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Customer/Family Forms a PlanCustomer/Family Forms a Plan

04/19/23

Saved Plan Summary Powers “Nudges” Saved Plan Summary Powers “Nudges”

ITR BillingInsights™

Plans Download and Interact on Mobile Devices

Customer Emotional NeedsCustomer Emotional Needs

• Assurance they can achieve successAssurance they can achieve success– Very suspicious of “sales people” and claimsVery suspicious of “sales people” and claims– Seek experiences from others like themSeek experiences from others like them– Want decision support and after sale supportWant decision support and after sale support

• But implementation goals are variedBut implementation goals are varied– Do it yourself through hiring a contractorDo it yourself through hiring a contractor– Comfort vs. savings vs. technological braggingComfort vs. savings vs. technological bragging

• Social site must address these emotionsSocial site must address these emotions

Apogee uses amazon.com’s proven influence modelApogee uses amazon.com’s proven influence model

Which homes get audited? - The ones who contact you? - What if you know there is no potential? - The best candidates to meet your goals? - Combination of the above?

How do you measure auditor success? - Customer satisfaction - Bill resolution accuracy - Customer program participation

Apogee Configures Your Toolkit NeedsApogee Configures Your Toolkit Needs

How will you have to measure program success?

May, 2010 Issue of APPA Magazine

Smart Grid + Benchmarks + CompetitionSmart Grid + Benchmarks + Competition

Second Year ResultsSecond Year Results

Eco-Stewards Results from Georgia Power’s PilotEco-Stewards Results from Georgia Power’s Pilot

Teaching “Life Skills” MattersTeaching “Life Skills” Matters

We Always ask for FeedbackWe Always ask for Feedback

It Raises Customer ServiceIt Raises Customer Service

• 98 % Positive98 % Positive• Most negatives are Most negatives are

“other issues”“other issues”• Traps odd ball issuesTraps odd ball issues

– Billing anomaliesBilling anomalies– Aggressive usersAggressive users

• Astounded when we Astounded when we answer questionsanswer questions

Customer Loyalty through ServiceCustomer Loyalty through Service

APOGEE OVERVIEW 2012

Proven Customer Engagement

» IVR/ITR through in home

» Most accurate bill estimates

» Most accurate bill analysis

» 95+% resolution w/satisfaction

» 99+% utility client loyalty

» Proven 4% to 7% EE results

““It Ain’t Bragging if You Can Do It*”It Ain’t Bragging if You Can Do It*”Success Attribute Apogee Alt A Alt B Alt D

Decades of Proven Experience

Accurate Bill and Savings Predictions

Automated Electric/Gas Bill Analysis

IVR/Online/In Home Consistency

Internet-Free In Field Detailed Audits

Extensive Online Education Modules

Personalized Measure Economics

Mobile Rebate Applicability Checking

Automated Progress Tracking

Amazon-like Social Site

Customer Feedback & Response

* Jay Hanna “Dizzy” Dean – Pitcher for St. Louis Cardinals