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Overcoming Challenges <br />CUSTOMER ATTITUDES <br />Challenge: Transform attitudes of the utility from <br />simply a billing entity to a community partner. <br />Action: <br />•Respond to feedback from the customer <br />satisfaction surveys. <br />•Utilize images of staff and the community to <br />strengthen personal connections. <br />•Increase community engagement. <br />•Communicate openly and honestly to build trust. <br />Result: Measuring an increase in engagement <br />across platforms and noticing examples of utility <br />advocacy from the public. <br />PRESENTED AT MEETING - ERMU COMMUNICATIONS DEPT.