Archive for June, 2011

[tweetmeme source= “jsnrss” only_single=false]There is nothing more disheartening when a client relationship takes a turn for the worse. It happens. Being the person who ends up taking ultimate responsibility for things, I do take it personally when these instances arise. Whether due to poor communications, over commitments, under delivery – mishaps are a reality that comes with agency life.

But, when things go right the feeling is ever so much the opposite! When you can look back and “WOW” yourself at what’s been achieved in partnership with a client,  you’re reminded why you work ‘agency side’. And that’s what this overdue blog post is all about (I’ll save the disaster stories for another time!!).

Our relationship with Thames Water started over 3 years ago, when we helped them launch their new corporate website. We won the competitive tender  off the back of our solid corporate experience; and since that launch the website has stood alone as Thames Water’ main digital asset.

Fast forward to today however and both our understanding and that of Thames Water’ for  how  digital strategy can serve to dramatically improve  their customer engagement, has without doubt developed greatly.

Thames Water - the new customer website

Thames Water - the new customer website delivers a far greater user centred experience

But the new customer website is just the start of it. Whilst  the new site delivers a far more user centric IA and task focussed design, the site now sits at the heart of what is far more widespread digital strategy, aimed at increasing direct engagement with their customers and winning advocacy as well increasing transparency and creating brand affinity. Take a look at just some of the results which the broader digital strategy has achieved and I’m sure you’ll agree – utility companies don’t need to be boring!

tw_live

Interactive roadwork

Thames Water - Twitter page

Over 2,000 followers

Thames Water - mobile site and app

Soon to launch mob' site

Thames Water - Waterwisely

Waterwisely

Thames Water - water saving calculator

Water saving calculator

Thames Water - facebook virals

Facebook viral

Thames Water - one safety hub

One safety hub

Thames Water - interactive maps

Interactive maps

Thames Water - digital guidelines

Digital guidelines

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