In 2015, an investor-owned utility engaged TKG to assist with social media management and community outreach. Each subsidiary of the company is responsible for their social media presence, and the utility quickly realized that they did not have the time to communicate effectively with their customers.
After conducting a social audit of the company, we determined that the only content being published on their channels dealt with service outages. Customers were only engaging with the company when they had a complaint, causing most interactions with customers to be negative. Our strategy was to position the utility as a member of the community that provided a valuable service and a helpful customer experience. We began creating content that showcased the work the company was doing in the community and how it benefited each customer.
Over the past 4 years, the public perception of the utility has improved, and the utility now has one of the top social media presences out of all the subsidiaries.