PA Consulting’s Marc Tritschler, a water expert, is quoted in an article in Utility Week on the growing opportunities of social media for utilities.
The article looks at social media and how utility companies can tap in to the action given that there are now 45 million social media users in the UK.
Marc explains that rather than simply deflecting criticism, the right social media strategy presents a huge opportunity for utility sector companies to break out from a cycle of customer engagement that is poor or driven purely by regulator cycles.
He says: “Developing a comprehensive social media strategy enables utilities to better understand what their customers are saying about them and provides a channel for clear and consistent messaging”.
He goes on to say that careful selection of topics on which to engage and the timing of engagement are key: “For example, recent water company support of initiatives to provide public water fountains has enjoyed increased relevancy with customers through its association with the reduction in single-use plastic bottles.”
When it comes to dramatically improving reach of communication, social media has an obvious benefit: “Sharing incident information on social media channels helps reduce the requirements for customer contact, because customers are already aware of the incident. Sharing updates on social media helps keep customers informed, not just those who have contacted the company to report the incident,” says Marc.