Empower social media teams to achieve utility goals

Key takeaways

• Utilities have many goals for their social media activities, including improving brand perception and customer satisfaction (CSAT).
• Social media teams’ main challenges include trying new forms of content and working across departments.
• Customers connect with messages about topics that affect them personally, that empathize with their concerns, and that include human-interest elements.
• Social media teams use an omnichannel approach to reach different audiences with the same message.
• Social media teams’ budgets and staffing abilities range considerably, so it’s important for them to be strategic and creative to meet company goals.