communicating with customers: moving out from under the radar and into the crosshairs
Post on 16-Apr-2017
1.533 Views
Preview:
TRANSCRIPT
Communicating with CustomersMoving Out from Under the Radar and into the Crosshairs
Photos: Mild Mannered Photographer / Alex Erde & cliff1066
Communicating with Customers Moving OutFrom Under the Radar and Into the Crosshairs
Pam Broviak, City Engineer/Asst. DPWCity of Geneva, Illinois
INtroductions
Communicating with Customers Moving OutFrom Under the Radar and Into the CrosshairsUtility
Customer
Bills
CCR
Violations
Under the Radar
Communicating with Customers Moving OutFrom Under the Radar and Into the CrosshairsUtility
Customer
Bill Payments
Complaints
Service Requests
Under the Radar
Questions
Communicating with Customers Moving OutFrom Under the Radar and Into the Crosshairs
Under the Radar
Let's look more closely at what's behind those communications
Communicating with Customers Moving OutFrom Under the Radar and Into the Crosshairs
Under the Radar
Pressure Concerns
Billing Disputes
Water Quality Complaints
Water Shutoff Requests
Bill Payments
New Service Requests
Leak Notifications
Transfer Service
Sewer Backups
Odor Complaints
Equipment Failure Complaints
Communicating with Customers Moving OutFrom Under the Radar and Into the CrosshairsHow many analyze these communications?
Under the Radar
Study from 06-07 in New England: 45.3% of allComplaints related to billing & charges
Study from 2006 in Scotland: highest number of complaintsrelated to water quality - particularly appearance
Communicating with Customers Moving OutFrom Under the Radar and Into the CrosshairsIs it time to move out from under the radar?
Under the Radar
Are we doing a good job addressing customer concerns, questions, complaints?
Can we do a better job? How?
Can we do more to improve our relationshipwith our customers?
Communicating with Customers Moving OutFrom Under the Radar and Into the Crosshairs
Into the Crosshairs
Let's look at how utilities are using Social Mediato improve customer service
Moving into the Crosshairs . . .
Communicating with Customers Moving OutFrom Under the Radar and Into the Crosshairs
Into the Crosshairs
1,849 Followers
Thames Water on Twitter
BillingSystem Repairs & ConstructionEventsQuestionsService requestsJob OpeningsInformation#tweetaleak
Communicating with Customers Moving OutFrom Under the Radar and Into the Crosshairs
Into the Crosshairs
Communicating with Customers Moving OutFrom Under the Radar and Into the Crosshairs
Into the Crosshairs
Communicating with Customers Moving OutFrom Under the Radar and Into the Crosshairs
Into the Crosshairs
http://thesewermanslog.wordpress.com/
Not only is the video helping us spread our message of Bin it dont block it but each time it is viewed on YouTube, Thames Water will spend a penny for WaterAid to help the charity transform lives by improving access to safe water, hygiene and sanitation in the worlds poorest communities.
Communicating with Customers Moving OutFrom Under the Radar and Into the Crosshairs
Into the Crosshairs
City of Bryan, Texas, CCR Calendar
Communicating with Customers Moving OutFrom Under the Radar and Into the Crosshairs
Into the Crosshairs
Limmerick posted on The Portland Water Bureau Facebook pagehttp://www.portlandonline.com/water/
A sleepy old gnome from the moonWould sit on a Benson till noonHe'd nap and he'd yawnTill the water turned onAnd shot him back home with a boom
Communicating with Customers Moving OutFrom Under the Radar and Into the CrosshairsUtility
Customer
Bill Payments
Complaints
Service Requests
Under the Radar
Questions
Ideas
Insight
Input
CCR
Bills
Violations
Education
Experiences
Information
Communicating with Customers Moving OutFrom Under the Radar and Into the Crosshairs
Into the Crosshairs
. . . the water then was nasty! It smelled,was discolored, and tur[n]ed all of our white clothes brown. We bought a water soft[e]ner thinking it would help- wrong. The only thing worse than having water this terrible is having to pay for it!
There be danger . . .
. . . best be prepared!
Communicating with Customers Moving OutFrom Under the Radar and Into the Crosshairs
Into the Crosshairs
. . . **** having horrible tasting water is laughable and pure BS. I grew up there and prefer it over any other water system in ****** and most other places in the US for that matter.
And be thankful for loyal customers
Communicating with Customers Moving OutFrom Under the Radar and Into the Crosshairs
Into the Crosshairs
Choose your team (include attorney)
Determine your goals
Research other utilities
Choose the tools
Set the policy
Schedule your implementation
Practice
To get started, put together your plan
Communicating with Customers Moving OutFrom Under the Radar and Into the Crosshairs
Into the Crosshairs
Videos
Blogs
RSS Feeds
Social Networks
Tools of choice for customer engagement:
-How companies are benefiting from Web 2.0: McKinsey Global Survey Results
Communicating with Customers Moving OutFrom Under the Radar and Into the Crosshairs
Into the Crosshairs
But remember, there are non-digital solutions
What?
Communicating with Customers Moving OutFrom Under the Radar and Into the Crosshairs
Into the Crosshairs
Non-digital customer engagement
Bulletin Boards
Posters
Whiteboards
Flyers/Newsletters
Communicating with Customers Moving OutFrom Under the Radar and Into the Crosshairs
Into the Crosshairs
Surveys have found increased improvement in:
Brand awareness/loyalty
Customer satisfaction
Increased revenue
Reducing communication costs
Speed of access to knowledge
So is it worth it? Yes!
-How companies are benefiting from Web 2.0: McKinsey Global Survey Results
Communicating with Customers Moving OutFrom Under the Radar and Into the Crosshairs
Into the Crosshairs
And if we don't do it,someone else will!
Communicating with Customers Moving OutFrom Under the Radar and Into the Crosshairs
Into the Crosshairs
Pam Broviak, PECity of Geneva630-232-1501pbroviak@geneva.il.us
Twitter: http://www.twitter.com/pbroviakBlog: http://www.publicworksgroup.com/blog
LinkedIn: http://www.linkedin.com/in/pambroviakSlides at: http://www.slideshare.net/publicworksgroup
Thank you!
top related