20. Customer Service/Troubleshooting
Hi, I am in south riding, with no signal.
Hi, sorry for the troubles. Just to make sure we are on the same
page, its your internet signal, right?
Haven't checked Internet, it's my TV
internet seems ok. just tv for now.
Have you tried rebooting the set top box? Unplug for about 15
secs then plug it back in. Let me know if that works.
Will try that, thnx
Great! Reach out to us here anytime. We are available 24/7.
Have a great day!!
38. *
Increase customer awareness of XX’s investments in
infrastructure and the value of water and water
service.
Improve customer perception of XX as a company
that cares about its customers, and as a company
customers can trust.
Educate customers about the various watershed and
infrastructure challenges XX addresses through its
community involvement, research and investments.
38
40. *
Bill-paying
customers
Influential
individuals
Community partners
• City A
• City B
• City C
• City D
• City officials
• Chamber leaders
• Politicians
• Media reps
• Geographic influencers
40
• Local environmental
groups
• Local university
personnel
• Local library personnel
• Other Utilities
• Miss Utility
• State DEQ and DH
• EPA Office of Water
43. *
TWITTER
FACEBOOK
106 as of August 15 | 250 as of Dec 31
49 Likes as of August 15 | 250 as of Dec 31
BRAND ATTRIBUTES (measured as % that says Yes/Extremely/Very Satisfied
Goal
YTD
42.6% 46.4%
Satisfaction for price paid
47.2% 44%
Recognition of infrastructure challenges
16.8% 12.8%
Awareness of infrastructure investments
56.8% 57.7%
Awareness that portion of water bill supports investments in aging
infrastructure
43
48. *
Hi-rated content:
operations response,
archives, employee
news
Low-rated content:
advocacy, press
releases,
volunteerism
Genuine, human
voice, not corporate
speak.
Shows customer
appreciation
Live tweet events,
with hashtag
created, so event
and news is findable
Provide hours of
response and
adheres to them
Allow 3rd-party
postings
Quick response times
Engage, Entertain,
Empower and
Educate
