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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.

Customer Journey Mapping Series: The Marketing Technique 34% of Utilities Are Using to Improve Customer Experience

Utility customers, like consumers in every sector, are constantly bombarded with offers and information. Understandably, they won’t participate unless the messaging resonates, and their experience is smooth and easy. That’s why it’s vital that programs and marketing plans are carefully designed to be relevant and friction-free for the customer, with no hiccups or sticking points that could shut down engagement.

A New Type of Demand Response Program for Your Commercial Customers

Imagine if simple programming changes to your commercial and industrial (C&I) customers’ HVAC systems could reduce their summertime on-peak energy demand by an average of 21 percent.

Canadian Conservation Through Demand-Side Management

In Canada, climate change is more than buzzword. Learning how to adapt to a harsh and varied climate has spurred the nation to pay close attention to climate change issues. So it’s no surprise that the country has been a committed participant in recent global initiatives designed to keep climate change from further reducing the finite amount of energy available for our collective use—and creating new, renewable sources of energy for the future.

Canada's Efforts to Reduce Transportation Emissions

In 2014, the Canadian government estimated that transportation accounted for 23 percent of the country’s greenhouse gas emissions, second only to the industrial sector (including oil and gas) at 37 percent. So, it’s no surprise that lowering transportation-related emissions is considered an important strategy for greenhouse gas and carbon reduction throughout the country. Proposed solutions include electric and hydrogen-cell vehicles, heavy transport vehicles fueled by natural gas, mass-transit expansion, car sharing and, eventually, self-driving cars.


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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