SRP & Social Media - Mike Stephens
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Turn an unhappy customer into a fan
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Mike Stephens from SRP provided an overview of SRP's relationship with Social Media at Pinal County Town Hall on April 29, 2010.
Transcript of SRP & Social Media - Mike Stephens
Turn an unhappy customer into a fan
1. Customer tweets, assumes SRP isn’t listening
2. SRP responds, offers web link
3. Customer now engaged, asks question
4. SRP offers more information
5. Happy, informed customer responds
6. Customer praises SRP to a friend
1. Customer didn’t understand her bill, didn’t know SRP was monitoring Twitter
2. SRP investigates and informs customer
3. Happy and informed customer, with +600 followers
Now she follows SRP
Tweeter had a question about the pricing process. She directed it toward a local TV news reporter, who did not reply
SRP responded by clarifying the facts and offering a link to our pricing web page
Customers find Facebook when M-Power machines crash
50 new followers
49 Re-tweets, including KTAR and Channel 12
100+ storm-related tweets mentioning SRP
Exposure on azcentral.com with #azstorm hashtag
Jan. 21 storm gives Twitter page exposure
