The Evolution of a Social Customer Team at BC Hydro

How do you know when it’s time to grow? Social Media has evolved beyond communications as an integral tools in marketing and customer service in most industries, though has lagged in utilities.

 

At the 12th Social Media for Utilities conference, October 24-25, 2016 in Las Vegas, Brandon Young of BC Hydro and Duncan Acres of Hootsuite discuss BC Hydro’s growth in maturity of its social media program, including reflections and learnings from key crisis situations over the past couple of years that influenced BC Hyrdo’s increased investment in its social/digital channels. You’ll also hear about BC Hydro’s partnership with Hootsuite to leverage available technology and tools that support it. Learn more about the conference and register at http://www.cvent.com/d/zfq6wg?RefID=blogbc

 

Brandon leads the digital communications department at BC Hydro, and is accountable for all digital communications, from online accounts to social media and digital marketing. He has led the digital team through crisis situations ranging from reputational threats to major operational disruptions from windstorms and wildfires. Brandon has played a key role evolving multi-channel communication and creating a new team focused on customer experience.

 

 

 

 

Duncan’s focus at Hootsuite has been on social media strategy for Utility and Energy brands across North America. For more than 3 years, he has helped more than 50 brands implement and executive social media strategy that focused on streamlining communications, social customer support, and advanced analytics with a focus on ROI from social efforts.