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Customer Journey Mapping Series: Key Things to Remember when Making and Using a Customer Journey Map

In this series, we’re breaking down everything you need to know to use customer journey maps in your utility. If you’re just checking in, start with the what, why, and how blog entries.

Fewer than half of marketers feel confident their organization understands their customer journey. This could be because the sheer number of customer engagement channels available now makes it far more difficult to establish how different points of contact are perceived. Achieving a single view of the customer may be particularly challenging for large multifunctional organizations like utilities compared to smaller companies, for similar reasons—their systems are perhaps just too large and complex to track effectively.

Root, Root, Root for the Marketing Team!

It’s the bottom of the ninth. The bases are loaded, and your team is up to bat. Everyone on the field is hoping for that game-winning hit, but your dug-out is empty. You’ve exhausted all your best hitters, with no success at bringing in the run that will clinch the game. It’s time to put Franklin Energy in, coach. We’ve been getting ready for this all night.

Customer Journey Mapping Series: How to Create a Customer Journey Map

In this four-part series, we’re discussing the importance of optimizing your customers’ experiences through customer journey maps. If you’re just joining us, check out the first  and second  blogs of the series.

So, you’ve already decided that a customer journey map is an essential tool for optimizing your utility’s demand side management programs. Here’s how you go about creating one.

Customer Engagement Shouldn’t Be a Fairy Tale

Once upon a time, there was a utility with a big problem: they weren’t reaching enough customers. They tried everything: offering more incentives, creating advertisements, and even knocking on the doors of potential customers to chat. But sadly, nothing was working.

Customer Journey Mapping Series: Why is Mapping Your Customer Journey Critical to Success?

In part one of this four-part series, we discussed how to use customer journey mapping in your utility.

Are you using customer journey mapping to optimize your customers’ experiences with your utility? If not, it’s time to start.

In our previous blog on this topic, we discussed the different stages of the customer journey and how they relate to your customers’ evolving experience with your utility. In this blog, we’ll discuss how to create a customer journey map to help you understand each interaction customers have with your brand.


Want to stay abreast of regulatory updates, inspiring innovations and thought leadership related to grid optimization? Welcome to our blog, where Franklin Energy’s experts come to delve into everything you need to know to stay at the top of your game in our ever-changing environment.

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