In the age of social media dominance, effective management of online platforms has become vital for organizations to thrive. Without proper social media stream management and social listening, companies risk being left behind in crisis situations, losing customer trust, and damaging their reputation. One organization that understands the significance of social media is the National Water and Sewerage Corporation (NWSC).
By leveraging social media as a communication tool, NWSC engages with its customers, addresses complaints, and manages queries. This article delves into how NWSC’s strategic approach to social media management has benefited both the utility company and its customers.
NWSC recognizes that social media has become an integral part of customers’ daily lives. Consequently, the corporation harnesses the power of social media to understand customer experiences and effectively handle emergencies. By utilizing platforms such as Twitter and Facebook, NWSC connects with its 145,033 followers and 37,800 Facebook fans. These customers actively engage with NWSC’s social media handles, sharing their queries and obtaining valuable information.
Amanya Derrick, a NWSC customer and owner of a laundry shop in Kisaasi, exemplifies the reliance on NWSC’s social media platforms. He monitors NWSC’s channels three times a day to stay informed about water supply interruptions, which are crucial for his business operations. Derrick praises NWSC’s proactive approach of informing customers in advance, allowing him to prepare and store enough water to sustain his business during such interruptions.
Understanding that people don’t actively seek out information, NWSC makes an effort to package and deliver relevant content in a visually appealing and easily digestible format. By doing so, they ensure that customers learn about the company’s work and develop trust in its initiatives. NWSC consistently provides useful and strategic content, including visually appealing graphics, supply interruption notices, and project digests. This approach has organically grown NWSC’s social media following, showcasing the impact of delivering valuable information to customers.
NWSC firmly believes in the importance of listening to customers’ needs and concerns. Through its 24-hour active social media presence, NWSC offers customers multiple avenues to voice their complaints and seek assistance. Customers can tag NWSC in public social media posts, submit private direct messages, or use designated hashtags like #Waterman. Regardless of the chosen method, NWSC promptly receives notifications and acknowledges customer feedback. This commitment to engagement helps NWSC foster a strong online relationship with its customers.
In addition to engaging with customers, NWSC utilizes social media analytics to evaluate brand recognition and positioning. By monitoring daily and weekly social media posts, NWSC assesses the perception of its brand and identifies potential underlying issues. This data-driven approach enables NWSC to proactively address concerns and maintain a positive reputation.
The corporation’s strategic content delivery, coupled with its active engagement and analysis of customer messaging, further strengthens its brand recognition and positioning. With NWSC’s successful social media management approach, it stands as a prime example for other utility brands seeking to establish a strong online presence and foster meaningful connections with their customers.
