In today's day and age, social media has left no industry untouched. Every brand, company, product, city, and movement has a social media presence. It's changed the way we interact with the world and the way we receive information. Social media provides businesses the opportunity to build their brand, nurture customer relationships, and share information in a rapid and cost effective manner. has shown that employing multiple channels of communication leads to an increase in satisfaction rates of 14.8% among utility customers. These are benefits the water industry cannot afford to leave untapped, especially with and with customer engagement and satisfaction becoming bigger priorities for utilities. Thankfully, with proper planning and preparation, social media might just be the missing piece to a successful total customer engagement strategy.