How mature is your organization’s use of social media to engage customers?
Stage 1: Developing—no social media usage
Stage 2: Basic—e.g., an unmonitored Facebook page with basic information
Stage 3: Progressing—e.g., active management of social media platform(s) to push and pull information
Stage 4: Advanced—e.g., ability to conduct many customer service activities via social media; actively promoting Smart Grid
Stage 5: Leading—e.g., customized outreach by segmented customer group; Facebook app for comparing energy usage to others’
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