Thoughts

A place for education, information, and insights about the water industry.

Avril Dalin

Topics: customer communications

Social Media Best Practices for Water Utilities

April 29, 2020
| By Avril Dalin

In today's day and age, social media has left no industry untouched. Every brand, company, product, city, and movement has a social media presence. It's changed the way we interact with the world and the way we receive information. Social media provides businesses the opportunity to build their brand, nurture customer relationships, and share information in a rapid and cost effective manner. JD Power’s 2018 study has shown that employing multiple channels of communication leads to an increase in satisfaction rates of 14.8% among utility customers. These are benefits the water industry cannot afford to leave untapped, especially with 79% of American adults present online and with customer engagement and satisfaction becoming bigger priorities for utilities. Thankfully, with proper planning and preparation, social media might just be the missing piece to a successful total customer engagement strategy.

 

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