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Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs
Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs
Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs
Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs
Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs
Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs
Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs
Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs
Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs
Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs
Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs
Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs
Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs
Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs
Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs
Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs
Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs
Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs
Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs
Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs
Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs
Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs
Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs
Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs
Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs
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Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs

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Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs. …

Communicating with customers: Moving Out From Under the Radar and Into the Crosshairs.
Presentation delivered by Pam Broviak at the IL-AWWA conference in Springfield on Wed, March 23, 2011

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  • 1. Communicating with Customers Moving Out from Under the Radar and into the Crosshairs Photos: Mild Mannered Photographer / Alex Erde & cliff1066
  • 2. Pam Broviak, City Engineer/Asst. DPW City of Geneva, Illinois INtroductions
  • 3. Utility Customer Bills CCR Violations Under the Radar
  • 4. Utility Customer Bill Payments Complaints Service Requests Under the Radar Questions
  • 5. Under the Radar Let's look more closely at what's behind those communications
  • 6. 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
  • 7. How many analyze these communications? Under the Radar Study from 06-07 in New England: 45.3% of all Complaints related to billing & charges Study from 2006 in Scotland: highest number of complaints related to water quality - particularly appearance
  • 8. Is 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 relationship with our customers?
  • 9. Into the Crosshairs Let's look at how utilities are using Social Media to improve customer service Moving into the Crosshairs . . .
  • 10. Into the Crosshairs 1,849 Followers Thames Water on Twitter Billing System Repairs & Construction Events Questions Service requests Job Openings Information #tweetaleak
  • 11. Into the Crosshairs
  • 12. Into the Crosshairs
  • 13. Into the Crosshairs http://thesewermanslog.wordpress.com/ “ Not only is the video helping us spread our message of ‘Bin it – don’t 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 world’s poorest communities.”
  • 14. Into the Crosshairs City of Bryan, Texas, CCR Calendar
  • 15. Into the Crosshairs Limmerick posted on The Portland Water Bureau Facebook page http://www.portlandonline.com/water/ “ A sleepy old gnome from the moon Would sit on a Benson till noon He'd nap and he'd yawn Till the water turned on And shot him back home with a boom”
  • 16. Utility Customer Bill Payments Complaints Service Requests Under the Radar Questions Ideas Insight Input CCR Bills Violations Education Experiences Information
  • 17. 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!
  • 18. 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
  • 19. Into the Crosshairs
    • Choose your team (include attorney)
    • 20. Determine your goals
    • 21. Research other utilities
    • 22. Choose the tools
    • 23. Set the policy
    • 24. Schedule your implementation
    • 25. Practice
    To get started, put together your plan
  • 26. Into the Crosshairs Tools of choice for customer engagement: -How companies are benefiting from Web 2.0: McKinsey Global Survey Results
  • 30. Into the Crosshairs But remember, there are non-digital solutions What?
  • 31. Into the Crosshairs Non-digital customer engagement Bulletin Boards Posters Whiteboards Flyers/Newsletters
  • 32. Into the Crosshairs Surveys have found increased improvement in:
    • Brand awareness/loyalty
    • 33. Customer satisfaction
    • 34. Increased revenue
    • 35. Reducing communication costs
    • 36. Speed of access to knowledge
    So is it worth it? Yes! -How companies are benefiting from Web 2.0: McKinsey Global Survey Results
  • 37. Into the Crosshairs And if we don't do it, someone else will!
  • 38. Into the Crosshairs Thank you!
      Pam Broviak, PE City of Geneva 630-232-1501 [email_address]
      Twitter: http://www.twitter.com/pbroviak Blog: http://www.publicworksgroup.com/blog
    LinkedIn: http://www.linkedin.com/in/pambroviak Slides at: http://www.slideshare.net/publicworksgroup

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