Thames Water Appoints Headstream to Enhance Twitter Customer Experience

Utilities giant Thames Water has brought in content marketing agency Headstream to audit its social media activity and build future strategies to improve customer experience.

This initial project involves an analysis of the brand’s Twitter channel, focusing on customer service, online sentiment and conversations, benchmarking Thames Water’s performance and response rates against other water company’s across the UK.

The analysis will help the company gain a better understanding of its social media resource needs, with the ultimate aim of boosting customer experience.

Jon Clutton, digital marketing manager at Thames Water, comments: “From 2017 business consumers will be able to choose for themselves which company serves their water. Ahead of that, we’re looking very closely at how we can improve all our customers’ experience and specifically the important role Twitter plays in this process.

“We selected Headstream because their understanding of auditing social media and the customer journey is second to none. What’s more, the team understood exactly what we’re trying to achieve and why.”

Tom Chapman, director at Headstream, adds: “Thames Water is a huge brand that receives a lot of Twitter interaction. We’re helping Thames take a customer centric view of the platform and also to determine how, why and when the company can engage to benefit its audience.”