Role: Media Manager/Agency: MRY
Client: National Grid
Goal: Increase community growth and engagement on Facebook, Twitter, Instagram and YouTube.
Strategy: By analyzing larger customer metrics, we identified key areas for improvement that could be tackled utilizing the company’s digital and social media properties. We created three pillars — service, local and innovation — to develop timely content with messaging relevant to customer’s needs. Additionally, we collaborated with customer service representatives to provide support on social media, bolstering our pillar efforts.
- National Grid audit of owned digital properties (in collaboration with strategy department)
- Competitive audit (in collaboration with strategy department)
- Digital strategy plan (in collaboration with strategy department)
- Customer service plan and execution (in collaboration with National Grid representatives)
- Posting to digital channels
- Social media best practices documentation for National Grid partners