Join us at the WSAA and AWA Policy Stream at Ozwater'18 to unpack the 'trust equation' - trust equals familiarity plus favourability.
Starting with an explanation of the trust equation and relevant insights from the 2017 WSAA national customer survey, this session will also include case studies from around Australia and outside the water industry. Don't miss out on hearing from:
Jo Murdoch, General Manager, Customers and Community, Barwon Water
Barwon Water, according to the WSAA customer survey, have the highest unprompted awareness among their community. Jo will talk about how they achieved this through a localised engagement program.
Anna Jackson, General Manager Communications and Engagement, SA Water
Anna will talk about how building a strong customer culture, a proactive communication strategy and an exceptional customer experience can combine to deliver favourability and trust even when things go wrong.
Michelle Cull, Public Relations and Media Manager, Queensland Urban Utilities
Queensland Urban Utilities have improved their customer awareness of the sewage services they provide through the use of humour and history. Michelle will join the panel to share this recent work.
Ben Peacock, Founder and Partner, Republic of Everyone
While familiarity and favourability are easy to maintain when things go right, when they go wrong or there are limited funds to spend on brand it’s another story. Ben will speak on doing brand communications when you can’t do brand communications.
Ken Roberts, CEO & Founder, Forethought Pty Ltd
Ken has worked with a number of major organisations in Australia and the US. Ken will speak about the recent trust research Forethought has done with AustralianSuper, Australia’s most trusted super brand.
WSAA and AWA Policy Stream details
The policy program will take place on Wednesday, 9 May with three key sessions:
Session One, 10.45am – 12.15pm
Growth: urban water can meet the challenge
Session Two, 1.15pm – 3.15pm
The trust equation
Session Three, 4.00pm – 5.30pm
Closing the gap
Ozwater'18 will be held from 8 - 10 May 2018 at the Brisbane Convention Centre. For more information please visit the website.