E.ON Inhouse Consulting Case: Customer Journey Training Case

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14.0k
Times solved
3.9
100+ Ratings
Intermediate
Difficulty

Case Prompt

You are starting your first day at E.ON Inhouse Consulting and have been instructed to take a closer look at the customer journey at E.ON. Your first task is to compile touchpoints the customers experience when joining E.ON. After that, you have to think of channels to improve the customer experience. The third task is all about customer base and how to keep it stable. In this context, you will be asked to evaluate the implementation of an SMS initiative. Finally, you need to summarize the key findings on the joining journey.

Sample Structure

The candidate could proceed as follows:

Task 1– Which touchpoints do customers experience when joining E.ON?

a) Please take some time to think of touchpoints a customer has to take when joining E.ON

b) Please cluster these touchpoints into four stages

Task 2 – How can the customer experience during the joining journey be improved?

a) What channels can you think of to improve the customer experience?

b) How can E.ON ensure that the customer is informed on the current status or the steps currently in process? How would you evaluate these channels?

Task 3.1 – How does a joining journey add to E.ON's numbers?

a) How many customers does E.ON need to successfully go through the “I’m joining” journey each year to have a stable customer base? (use Handout 1 for input data)

b) Why is the drop rate so important?

Task 3.2 – How does a joining journey add to E.ON's numbers?

Does the investment pay off? (use Handout 1 & 2 for input data)

Task 3.3 – How does a joining journey add to E.ON's numbers?

a) Please summarize the key findings on the joining journey.

b) What might be issues when defining/improving journeys?

14.0k
Times solved
Intermediate
Difficulty
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