Public Works Expo 2018

WE05 - Knowledge is Power: Rethinking Customer Engagement

Aug 29, 2018 8:30am ‐ Aug 29, 2018 9:20am


Columbia Water serves 375,000 customers in the greater Columbia, South Carolina, area. They were experiencing an increase in negative community and media attention due to unexpectedly high-water bills or bills that fluctuated month-to-month. Their solution was to create a program that proactively engages customers providing information on billing, meters, and water quality. The goal is to give customers the tools they need to understand the water system, the billing process, and the impact that leaks can have on their bills. They are engaging the community through videos, booklets and other materials, and public meetings.

Learning Objectives: At the conclusion of this session, you will be better able to: 

  • Initiate positive customer engagement both in-person and through educational initiatives.
  • Maintain long-term customer satisfaction through improved communication strategies.
  • Conduct successful public interactions in a reinvented public meeting format.


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