J.D. Power

Customer Impact Report: Social Media Customer Interaction

In response to consumers’ acceptance of social media, companies have embraced social media as a way to establish a presence; listen to what is being said about their brand; and interact with consumers. The Social Media Customer Interaction Special Report examines how utilities are leveraging social media to serve customers via this medium from an operations and communications perspective, as well as customer proclivity to engage with their utility via this channel, and identifies best practices via case studies of the highest-performing utilities in areas influencing customer satisfaction and engagement. Download the executive summary to learn key takeaways from the report.

The full report includes the following:
  • Number of pages:  28
  • Number of charts/graphs:  15
  • Best practices—case studies from: Oklahoma Gas & Electric, Public Service Electric & Gas, and Xcel Energy

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