Time: 8:00am - 11:30am
Location: AM Conservation Group Headquarters
From New York to San Francisco, our customers are living a true story of frustration in their inconsistent, broken experiences with their utility programs. This frustration manifests in both program participation and customer service ratings that are lower than desired.
In this practical workshop, we’ll work together and map a residential customers’ journey to pinpoint problems and turn valuable customer observations into actionable insights. The customer journey map will illustrate the experiences of an individual as a customer of our residential utility programs. It will help us identify how they make choices, such as the decision to buy an energy efficient product or participate in a
The session will begin with a high-level overview of customer journey mapping and the activities to follow. Attendees will then work in small groups and, through a hands-on activity, learn to visually map a customer’s
Then we’ll convert to action mode and show attendees how to leverage the customer journey map to develop a digital marketing campaign tied to the customer journey using common tactics and marketing automation tools.
This optional half-day workshop is appropriate for program staff and marketers. It will include breakfast and will end with a trolley ride to, and tour of, AM Conservation Group’s warehouse where we'll also have a traditional low-country boil lunch.