Take an inside look at one utility’s experience with journey mapping

By Suzanne Haggerty, Research Manager —

So you’ve completed your customer journey mapping project, identifying customer perceptions of experiences with your company and revealing key pain points.

Now what?

Past fixing the simple, “quick-hit” things, like clearing up conflicting information, or simplifying basic interactions, what are you going to do with those results? Are you going to settle for a few high-level repairs, or are you going to use your findings to optimize interactions across your customer experience?

Several years ago, Southern Company Gas began a customer journey mapping effort to create a customer service foundation rooted in the voice of the customer. After capturing pain points and identifying gaps between its customer experience strategy and the reality of the customer journey, Southern Company Gas began plotting ways to increase its customer engagement, retention and growth while decreasing operational expenses.

The company’s first post-journey mapping project, which focused on the customer onboarding process, resulted in a 56% increase in online gas conversion orders from August 2015 to August 2016 and an 8% decrease in call volume.

At 2 p.m. Eastern time on Wednesday, Doris Yon, Senior Business Analyst at Southern Company Gas, will discuss how the company used the lessons it learned from journey mapping to streamline internal processes and increase customer engagement during a Chartwell webinar: Improving the Customer Experience with Journey Mapping. Register now to learn more about the company’s journey mapping strategy and how it intends to use the results to further enhance the customer experience.

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