AE Stories

A Q&A with Brigitte Narmon, lead of the AE Utilities Community, about the challenges of the Belgian energy sector and how AE prepares for this (r)evolution?

Wikipedia: “A Deadly Sin: a Sin that is the origin of other sins or vices.”

So we have analysed the customer's journey, looking not only at the different steps our customer goes through, but also how he feels along the way. We've also checked the different touch points the customer interacts with and identified gaps or points for improvement. Useful techniques that help us better serve the customer. But one question is left untouched: does the customer care?

The experience of two restaurant visits from last month stuck with me. In the first one jackhammers were constantly interrupting our conversation because they were rebuilding the place. In the second one, I was sitting on a terrace, in a beautiful late-summer sun. One of those restaurants however will never see me again. Guess which one?

In my previous post and related article, I explained how I believe customer journeys can be used to guide strategic investments. Customer journeys can help you find out where and how your organisation can improve the long term customer experience. Armed with that knowledge, you can then define the required change projects.