Digital Engagement of Consumers: Home Energy Management 4Q 2014
Engaging consumers in energy management has been an ongoing challenge for utilities. Digital media coupled with smart home services, connected products, and applications provide new opportunities for utilities to engage consumers. Moving the needle requires understanding target segments and context so that programs can be directed at key decision points when the consumer is actively engaged, rather than trying to engage the largely apathetic mass market. The report includes case studies and scenarios for market success.
1 REPORT SUMMARY
1.1 Purpose of Report
1.2 Scope of Report
1.3 Key Questions Addressed
1.4 Introduction
2 THE NEW UTILITY CONSUMER
3 BENEFITING FROM SOCIAL MEDIA TRENDS
4 SOCIAL MEDIA STUDY
4.1 Customer Service
4.2 Social Responsibility, Events, & Sweepstakes
4.3 Energy Efficiency & Demand Response
4.4 Safety and General Utility Company Information
4.5 App, Web Portal, and Dashboard Engagement
4.6 The Human Aspect of the Utility
4.7 Best Practices
5 LEVERAGING SMART HOME DEVICES AND SYSTEMS FOR CUSTOMER ENGAGEMENT
5.1 Smart Home Market Trends
5.2 Leveraging Smart Devices for Demand Response Engagement
5.3 Leveraging Smart Products for Energy Efficiency Engagement
6 USING DATA FOR PERSONALIZED RECOMMENDATIONS
6.1 Market Trends in Personalization
6.2 Digital Engagement: Apps, Dashboards and Web Portals
7 CONCLUSION
8 SMART HOME AND SOCIAL MEDIA PLATFORM DEFINITIONS & TERMINOLOGY
9 INDEX
1.1 Purpose of Report
1.2 Scope of Report
1.3 Key Questions Addressed
1.4 Introduction
2 THE NEW UTILITY CONSUMER
3 BENEFITING FROM SOCIAL MEDIA TRENDS
4 SOCIAL MEDIA STUDY
4.1 Customer Service
4.2 Social Responsibility, Events, & Sweepstakes
4.3 Energy Efficiency & Demand Response
4.4 Safety and General Utility Company Information
4.5 App, Web Portal, and Dashboard Engagement
4.6 The Human Aspect of the Utility
4.7 Best Practices
5 LEVERAGING SMART HOME DEVICES AND SYSTEMS FOR CUSTOMER ENGAGEMENT
5.1 Smart Home Market Trends
5.2 Leveraging Smart Devices for Demand Response Engagement
5.3 Leveraging Smart Products for Energy Efficiency Engagement
6 USING DATA FOR PERSONALIZED RECOMMENDATIONS
6.1 Market Trends in Personalization
6.2 Digital Engagement: Apps, Dashboards and Web Portals
7 CONCLUSION
8 SMART HOME AND SOCIAL MEDIA PLATFORM DEFINITIONS & TERMINOLOGY
9 INDEX
LIST OF FIGURES
Smart Phone Activities
Adoption of Smart Products
Top Actions to Reduce Energy Usage
Number of Social Media Followers by Utility
Tweet Statistics by Utility
Percentage Tweets that Utilize an Image
SCE Energy Efficiency Tweet
SCE Energy Efficiency Facebook Post
DTE Storm Safety Tip Tweet
Managing Consumer Expectations with Twitter as Customer Service
FPL Uses Twitter as Customer Service
ComEd Tweet: Social Engagement
ComEd Tweet: Social Events and Sweepstakes
Georgia Power Tweet about EE
Dominion Official DR Event
Georgia Power Emergency Request to Reduce Energy Consumption
Georgia Power Tweet: Live Wire Safety
SCE Tweet: Fire-resistant Shirts
Percent of Tweets that Relate to Safety and Company Information
DTE Tweet: Power Outages
Jackson EMC Tweet: Bill Pay within App
ComEd Tweet: Web Portal EE
Dominion Tweet: Other Social Media Engagement
PG&E Tweet: Human Aspect of the Utility- Lineman
AWPD Tweet: Human Aspect of the Utility
CE and DTE Tweet: Human Aspect of the Utility
Dominion: Human Aspect of the Utility
Smart Home Adoption Drivers and Inhibitors
Awareness of Personalized Viewing Recommendations
Rating of Personalized Online Video Services
Consumer Comfort Levels with Ad Customization
PlanetEcosystems Dashboard
PlanetEcosystems Marketplace Appliance Compare
Smart Phone Activities
Adoption of Smart Products
Top Actions to Reduce Energy Usage
Number of Social Media Followers by Utility
Tweet Statistics by Utility
Percentage Tweets that Utilize an Image
SCE Energy Efficiency Tweet
SCE Energy Efficiency Facebook Post
DTE Storm Safety Tip Tweet
Managing Consumer Expectations with Twitter as Customer Service
FPL Uses Twitter as Customer Service
ComEd Tweet: Social Engagement
ComEd Tweet: Social Events and Sweepstakes
Georgia Power Tweet about EE
Dominion Official DR Event
Georgia Power Emergency Request to Reduce Energy Consumption
Georgia Power Tweet: Live Wire Safety
SCE Tweet: Fire-resistant Shirts
Percent of Tweets that Relate to Safety and Company Information
DTE Tweet: Power Outages
Jackson EMC Tweet: Bill Pay within App
ComEd Tweet: Web Portal EE
Dominion Tweet: Other Social Media Engagement
PG&E Tweet: Human Aspect of the Utility- Lineman
AWPD Tweet: Human Aspect of the Utility
CE and DTE Tweet: Human Aspect of the Utility
Dominion: Human Aspect of the Utility
Smart Home Adoption Drivers and Inhibitors
Awareness of Personalized Viewing Recommendations
Rating of Personalized Online Video Services
Consumer Comfort Levels with Ad Customization
PlanetEcosystems Dashboard
PlanetEcosystems Marketplace Appliance Compare
