Headstream to review Thames Water’s Twitter strategy


By John Glenday, Reporter

February 25, 2015 | 1 min read

Content marketing specialists Headstream have been brought on board by Thames Water to review the Twitter customer experience provided by the utility provider.

In addition to an audit of social media activity the role will see Headstream tasked with devising strategies to improve the brands customer service, sentiment and conversations.

Jon Clutton, digital marketing manager at Thames Water, said: “From 2017 business consumers will be able to choose for themselves which company serves their water. Ahead of that, we’re looking very closely at how we can improve all our customers’ experience and specifically the important role Twitter plays in this process.

“We selected Headstream because their understanding of auditing social media and the customer journey is second to none. What’s more, the team understood exactly what we’re trying to achieve and why.”

Headstream director Tom Chapman, added: “Thames Water is a huge brand that receives a lot of Twitter interaction. We’re helping Thames take a customer centric view of the platform and also to determine how, why and when the company can engage to benefit its audience.”


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