J.D. Power

2014 Social Media Benchmark Report for Utilities

The report summarizes the results of more than 22,000 surveys of consumers who have interacted via social media with brands from five major industries (automotive, banking, credit card, utilities, and wireless carriers) and from other leading brands such as Amazon.com, Coca-Cola, Nike, and Starbucks.  The report includes key findings from cross-industry insights, including:
  • Industry differences in consumer satisfaction with social media interactions
  • Differences in social medial channel usage and satisfaction by industry
  • Best Practices from high-performing brands
    • Five best practices to improve marketing (communications) via social media
    • Five best practices to improve social media customer service
The report includes the following:
  • Number of pages: 57
  • Number of charts/graphs: 19

Tax included

 

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