Perspective: Exploring Multichannel Communication in the Age of Social Business
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This IDC Energy Insights Perspective provides an analysis of utilities' efforts in engaging their customers via social business channels. The document is specifically geared to customer operations, marketing, and IT professionals. All of these roles are involved in implementing social business strategies in utility companies. Utilities report that they are starting to use Facebook, Twitter, LinkedIn, YouTube, and wiki to connect to their customers. In addition to these social business channels, email and text messaging are emerging to be viable options to communicate with consumers. This document will help analyze social business trends that are forming in the utility industry today. Customer operations and marketing departments can also validate their interest in the social business for customer engagement. The document draws insights from IDC's 2012 Vertical IT and Communications Survey as well as conversations with utility professionals.
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