Utilities and Social Listening - 5 ways to Power your Business Strategy
Social Data is changing the utilities industry. Every day thousands of social media and online discussions take place about companies and services in the utilities sector. From customers interacting with the likes of British Gas and EDF Energy over Twitter, to blogs and online news sites commenting on major energy projects run by U.S, utilities giants like Duke Energy and Exelon, this wealth of social data is a potential treasure trove of information for companies seeking to understand their customers and public opinion. Social media has brought energy providers closer to their customers but with mixed results as responding promptly and appropriately around the clock continues to be a problem. As utilities provide essential everyday services to billions of people around the world, social media can make negative news about cost increases and reliability issues quickly turn into a major crisis. Our How-To Guide to social listening for the utilities industry shows companies in this space how to find insights into customer behaviour, monitor industry trends and track the mood of the market. Download our guide to discover how to: - Improve the performance of customer service channels and quickly dispatch information to relevant departments - Identify potential churn and its causes through in-depth analysis of Twitter and consumer forums - Monitor a crisis in real-time and understand the effectiveness of your crisis communications - Analyse the outlook for utilities stocks and shares by listening to the public opinion on social media - Identify key influencers in industry campaigns that affect utilities like #fuelpoverty and #coldhomesweek
