1. The right message: Crafting messages that demonstrate empathy support an improved utility-customer relationship.
2. The right channel: Identifying where customers want to hear from you, is incredibly important for impactful communications.
3. The right time: Assuring customers have access to timely updates and information during major projects or service-related issues will help to maintain customer satisfaction.
Ginny Guerrero is the Public Information and Marketing Program Manager at Austin Water. Austin Water is a publicly-owned utility that serves over 1 million customers in and around Austin, TX. A mighty team of 11, the Public Information Office at Austin Water handles media relations and all communications, including marketing and advertising, public information requests, and stakeholder engagement, education and outreach. After a 14 year career in education, Ginny has worked for Austin Water and the City of Austin for almost 15 years.
Jessica Bailis is a Solution Director at E Source, helping utilities use our content and research to meet their marketing and corporate communications goals. Prior to coming to E Source in 2018, she led marketing initiatives at a solar installation company in New York and developed residential and business campaigns for lead generation, customer engagement, and corporate branding. Jessica has 15 years of digital marketing and public relations experience and specializes in social marketing, email marketing, marketing automation, search engine optimization, and pay-per-click advertising.