Improving CX in the Utilities Industry

An interesting read. Do you think that utilities should have social media management or reputational management teams operating? I ask because, instead of complaining, dissatisfied customers often post on sites like Trustpilot, or set up an critical Facebook page, where they can vent about how useless the company was. With comments enabled also on review sites and newspapers, there are lots more avenues to criticise a corporation than there were in the past. Without monitoring this, companies could be quite unaware of serious issues, I would think. I'm being discreet and not giving any examples, though I know of some.

@Julian Jackson good point and so true. I believe Utilities should have a dedicated social media team for this. Let's turn bad experiences into unforgettable good moments :)