Terry Golesworthy
Terry Golesworthy
As the president of The Customer Respect Group for 7 years, I focus on the online experience of consumers. Online experience has always been bigger than the company website, from the response to email to integration to other offline channels. It has now grown to include social media.
A Review of Social Media in The Banking Sector
The Role for Social Media in Banking Industry What purpose does social media serve and how can it contribute to the business of banks? Despite...
Content Marketing in Insurance – The Solution or Part of the Problem
Social media promised a direct and less formal route to customers, but it has created mixed results. The are many issues to address, but...
What Can The Amazon Dash Button Teach an Insurer?
Recently, Amazon unveiled “Dash” buttons, which you attach to a household appliance or kitchen surface and then connect to the Internet (and the Amazon...
The Auto Insurance Experience
My son recently moved to North Carolina and needed to buy a new (used) car and his first insurance policy. “I can help with...
Insurers are Losing the Customer Satisfaction Battle – Can Social Media Help or Hurt?
The American Customer Satisfaction Index (ACSI) is an independent benchmark of customer satisfaction grounded in annual customer surveys. In the most recent insurance industry...
Insurance is a Commodity if the Customer Say it Is
Insurance is not a commodity, insurance is not a commodity. If we keep saying that, is it true. Among the latest deluge of GEICO...
Social Media Turns the Funnel Upside Down
Attend any presentations about social media at an insurance conference and you will undoubtedly see a slide that displays the latest data on the...
SocialMedia for Insurers – Stop Counting and Start Measuring
Gathering a myriad of metrics for social media has always been easy – because we count, not measure. What’s the difference? Counting includes the...
Social Media – Outlier posts and what that tells us about strategy?
No one knows how long it will be before the social media bubble bursts or, more likely, new platforms come along and steal the...
Social Media is for Sharers not Advertisers
Social media is used by millions of consumers and businesses every day with more frequency and with more time spent than any other single...
Esurance and Social Media Etiquette Faux Pas or a Brilliant Campaign
“Esurance Wins the Twitter Bowl” claimed The Wall Street Journal while others felt the company drove social media back six years to the early...
Social Media Tweeting Tips for Brands for the Super Bowl
According to Mashable, a lot of brands are desperately setting up war rooms and even have celebrities on hand to make the most out...
Insurers and Social Media – Where are We? – A Snapshot
Insurance is not as uniform as most people outside of the industry think it is. When people ask, “What insurance companies are performing best...
Trust Is the Real Battleground for Insurers
Channel is not the Game Changer, Trust and Customer Experience Are. The debate within the insurance industry about changes to the sales channel is white-hot....
Social Media – Anyone for Tea?
Social media channels are, more often than not, touted as a way to connect with younger consumers who otherwise are outside the sphere of...
“Where’s the ROI?” is The Wrong Question – Social Media is Bigger than That
Social networking discussions tend to focus on technology, as in "What is our Facebook strategy?" "How should we use Amazon was once wrongly dismissed as...
Social Media for Insurers – The Fork in the Road
Social media is this newfangled communication gizmo that comes with lots of bells, whistles and even kazoos – but what's it for? Simple answer...
Social Media – Brings Carriers and Agencies Together – or Tears them Apart?
I recently attended an insurance industry conference with the usual mix of attendees from agencies and carriers, two groups that can be described as...
Social Media – Too Big to Fail?
We cannot ignore that our customers, prospects, business partners, employees – well, pretty much everyone – are now using social media to some degree, but...
Social Media – Too Much Style, Too Little Substance?
of the obligatory company Facebook page. Success metrics have not progressed very far from the early usage however and dominated by easy-to-measure interim metrics...