Social Media - A Hero from the Flood

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Social Media - A Hero from the Flood

  1. 1. SOCIAL MEDIA A Hero From the Flood and a Call Center’s Best Friend
  2. 2. May 1-3, 2010
  3. 3. Our Noah’s Ark
  4. 4. Web 2.0 Defined Web 2.0: the Internet as a communication tool, not just a source of information
  5. 5. On the Go • This Just In… Twitter has experienced a 347% jump since a year ago in people accessing their site via mobile browser
  6. 6. Simply Put… • Social media is a tool to help businesses engage with customers • New outlets do not replace existing channels of communication • Social media is customer service
  7. 7. About NES • One of the 12 largest public electric utilities in the nation • Buy power from the Tennessee Valley Authority • Serve more than 357,000 customers within a 700 square mile area • Revenues of $1 billion each year
  8. 8. NES on Twitter • Launched http://twitter.com/nespower in March 2009
  9. 9. NES on Twitter • Who is following us? – Residents – Businesses and non-profit organizations – Other electric utilities across the country – Media outlets/news reporters – Energy consultants – Green/environmental organizations
  10. 10. NES on Twitter • What are we posting about? – Power outage updates – Conservation tips – Promoting NES programs/activities – Directing people to the NES website – Linking to new “how to” videos – General NES news – Answering questions on the NES Twitter feed
  11. 11. NES on Facebook • Launched “Edison’s Conservation Corner” in March 2009 – Went live with www.facebook.com/NESpower one month later in April – NES currently has over 730 fans
  12. 12. NES on Facebook • Who are our fans?
  13. 13. NES on Facebook
  14. 14. NES on YouTube • Launched YouTube channel in June 2009 www.youtube.com/user/NashvilleElectric
  15. 15. The Rains Came Down
  16. 16. The Flood Came Up
  17. 17. NES Flood Damage
  18. 18. Handling the Workload • Met with department heads every morning • Created daily summary and talking points • Updated website and social media channels • Answered direct tweets/posts • Responded to media calls/interviews • Took turns monitoring Twitter & Facebook • Signed off every night around 9 p.m.
  19. 19. Handling the Workload • Lots of Chatter
  20. 20. Handling the Workload • Support in Unlikely Places
  21. 21. Handling the Workload • Did Social Media Pay Off? – Impact on call center volume – Quality of conversations online – First contact resolution – Happy customers – No rampant rumors or hysteria
  22. 22. Traditional Channels • Other Communication Efforts – Daily news conferences with Mayor and other city officials – Community meetings in hardest hit areas – “We Are Here to Help” print and online ads – Flyers and door hangers for flood victims
  23. 23. NES on Twitter • High Bill Complaints
  24. 24. NES on Twitter • NES Call Center Problems
  25. 25. NES Online • Energy Efficiency
  26. 26. NES on Facebook • Customer Interactions
  27. 27. Measuring Results • Return on Interaction – Monthly Status Reports • Who interacted? • What was discussed/shared? • Where were the conversations happening? • When did the results happen? • Why were customers engaging? • How much of an impact did it have?
  28. 28. Measuring Results • Posts from some of our followers: – AuntBShut up! Not only can I pay my power bill online in a pleasant and easy manner, @NESpower has a twitter feed and thanked me. Cool. – catalystrxn@auntb Well, that's pretty cool! I think @nespower's customer svc on twitter is surprising in a good way! – mmasseur8@nespower it's cool to see a utility using Twitter. Are there others like you that get it? – energythoughtsNES is certainly ahead of the curve.
  29. 29. Laurie Parker Nashville Electric Service Email: lparker@nespower.com Web site: www.nespower.com Twitter: http://twitter.com/nespower Facebook: www.facebook.com/NESpower YouTube: www.youtube.com/NashvilleElectric Contact Info

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