We live in an increasingly networked world where people connect in real time, share experiences, and transact with businesses. For firms to engage in this new customer frontier, a personalized internet portal experience is needed to move beyond the transaction to a relationship that can deepen over time. It unifies a myriad of different possible activities, bringing them together under one “platform.”
These activities are personalized and guided by the customer and their unique preferences, which facilitate “the customer journey.” The B2C relationship is tightened and becomes a valuable asset that moves beyond the individual sale of a product or service to the creation of a long-term economic relationship.
The new horizon, and the underpinnings of our customer engagement platform initiative, is to support our utilities in having a proactive strategy that will allow them to anticipate and meet customers’ needs through customer engagement and data analytics. This platform would be available as a stand-alone, but would more likely be part of every solution offered. It is the proactive partner to our customer care services.
The engagement with customers begins by suggesting ways to optimize their energy consumption and offering services and programs to facilitate their implementation - formulas which we will be able to perfect and deliver based on a carefully nurtured relationship, aided by digitally collected details about their home, lifestyle and preferences. This extends to rewarding them for programs in which they participate while serving their evolving needs.
Zealously guarding and nurturing every customer relationship will be pivotal in the years to come. Customer journey and engagement capabilities have always been a key element in the way we work to meet our clients’ needs, and that isn’t slowing down any time soon. With new trends emerging in 2018, our goal is to stay ahead of the curve and continue to provide customers with top-notch service through cutting-edge technology. This will be achieved through our brand new product, Efficiency Journey. Learn more below.
Calling Kevin McDonough a driving force behind our evolution to grid optimization and Franklin Energy’s digital marketing transformation would be a massive understatement. He leads a team that helps hundreds of thousands of end-use customers save energy each year by leveraging his expertise in energy efficiency and demand response program design, while keeping an eye firmly on the future. All his endeavors are united by the common objective of helping clients reach their goals and helping preserve our world’s precious resources. In addition to his extensive executive experience within the industry, Kevin holds an MBA in operations from Boston College, is certified in Six Sigma quality program implementation and technology deployment and speaks three languages fluently.