NOTE: This event has already taken place. See below for recording, event description, and link to download the presentation slides.


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Likes, retweets, favorites, comments—social media is a new frontier for utility customer service. However, customers increasingly expect to be able to use social media as a channel for service-related activities. We’ll share our research on utility customer channel preferences, explain how social media fits into the overall channel landscape, and highlight some of the trends we see in social media as a marketing, customer service, and brand channel.

You will learn:

  • How customers feel about social media and other channels
  • Where social media fits within your utility’s portfolio
  • How others service providers (including utilities) are making social media work for them


Jeffrey Daigle, Associate Director, Customer Experience, E Source
Sarah Howie, Practice Director, Marketing & Communications, E Source
Charles Framularo, Senior Manager, Market Research Services, E Source