National Grid Digital Strategy

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.

Execution Role:
  • 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)
  • Copywriting
  • Customer service plan and execution (in collaboration with National Grid representatives)
  • Posting to digital channels
  • Social media best practices documentation for National Grid partners

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