Utilities Harness Social Media for Customer Service

“The way utilities view social media is radically changing,” says Greg Guthridge, global lead for Accenture Energy Consumer Services, quoted in a recent article in The Wall Street Journal (“Utilities Tap Power of Social Media,” by Andrew Blackman, The Wall Street Journal, September 22, 2013). Indeed! Many use Twitter and Facebook to interact with customers; Facebook, blogs, YouTube and other …

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