Doing the little things…does matter. Whether changing the wording on your utility billing statement or engaging on social media, it’s the simple, inexpensive changes that can boost customer experience and trust in your leadership.
Join industry expert and AWWA author, Melanie Goetz for the first session of our Water Communications Master Class Series, to explore how utilities on a tight budget can make small (and cheap) changes to their messaging, marketing, and billing to improve customer experience and public support. From tweaking communications one detail at a time, to leveraging websites, crowdsourcing, and surveys, we’ll investigate in-depth how to manage public outreach and build trust to avoid crisis and maintain public perception.
In this presentation, we’ll take a look at the tools and techniques you can implement in-house that cost virtually nothing, but can make a huge difference. We’ll start with a look at routine customer communications (e.g., billing statements) and how small changes in format, font, wording, tone, and across cultural groups, can improve understanding and support. We’ll explore customer surveys and Goetz will explain how you can use these to gather information, convey your message, and build your brand. We’ll also investigate in-depth how you can leverage websites and crowdsourcing and, when managed correctly, how they can function as a virtual part-time employee. Additionally, Goetz will outline field-tested communications’ best practices designed to educate your customers and cultivate trust with the public. Throughout the webinar, Goetz will weave in real-world examples and case studies of where water communications went right…and wrong.
Attendees can expect the discussion and education of the following learning objectives.
- Review and identify improvements to your billing statement and communication tools.
- Learn how to administer customer surveys to cultivate positive and impactful messaging.
- Discover best practices for communicating problems before revealing solutions.
- Investigate how to leverage websites and crowdsourcing to build public engagement and opinion.
- Gain the tools to educate and build trust with the public.
* Presentations are scheduled for approximately one hour with a 15-20 minute question and answer session to follow. Presentation may exceed scheduled time.
* Each state and certification agency has different requirements; it is your responsibility to know what they are. Note that 1 PDH = 0.1 CEU.