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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.

Social Media – A Paradigm Change- Thinking Small to Grow

We are informed constantly that social media will change the way companies do business, yet at the same time we are witnessing some initial...

The Leading Insurers for Social Media Engagement – the Results Might Surprise You

Social media is a way for friends and family to hold conversations. It allows people to share what is happening in their lives: the...

Social Media Time is Lights Out

We are constantly told about how social media will force companies to respond much faster than ever before – that was never more evident...

Social Media – Playtime is Over

it is time to deliver some of the benefits that were sold. Too much effort has been spend on platform knowledge rather than developing a...

Life Insurance – in Aisle Four, Next to Sunscreen

With most of the life insurance industry struggling to provide sufficient online self-research tools and content without diminishing the influence exerted on decisions by an...

Social Media – Is Blocking Access the Safest?

As I traveled during this autumn conference season, listening and speaking on social media in the insurance industry, I often heard the comment "We...

Social Media: It is a conversation

According to Bob Thacker, Gravitytank strategic advisor and former CMO of OfficeMax, "Engagement with the customer today isn't just pouring a message down on...

What Did we Learn from Progressives Social Media Misadventures?

Now that the dust has settled on Progressive's social media ms-adventure, we can step back and look for lessons learned. The most obvious takeaway...

Fidelity Investments Takes The Simplest Option

In our recent evaluation of coverage calculators, one of the key findings was how different they were across industry sites. One of the areas that...

Social Media for Customer Service – A Personal Experience

I have written, talked about and debated the role of social media and customer service; I have even presented at a conference on the...

Life Insurance Coverage Calculators Not Up To The Task

In our recent survey of coverage calculators on 22 leading US Life Insurance websites, we looked at how well these organizations help consumers answer...

Social Media and the Class of 2012 Graduate Together

Social media has evolved from "what" to "why" and now to "how," but it is important not to overthink the technology. Insurers, like other...

Auto Insurers Online – Less Leaders – More Laggards

It is said that social media is turning the tables and consumers are now in control of the message. That is true but underlying...

You talkin’ to me? You talkin’ to me? You talkin’ to me?

"Engagement" is the buzzword of the day in social media. Brands have shifted their focus from recruiting fans and followers to creating dialogues with...

The Importance Of Clear Links

Tools can be really helpful when they are well designed and easy to find. It is not enough however to build a tool and...

Which Insurer is Best with Social Media and How Long is a Piece of String?

Augie Ray, Head of Social Media at USAA, says "Social media is not a strategy, it is a channel. If your company does not...

Listen and Learn – Social Media’s Biggest Benefit for the Insurance Agent

In most social media boot camps, the advice is to listen—or at least read—before jumping in to post content. This is to understand the...

It Is Not How You Want to Sell, It Is About How the Consumer Wants to Buy That Counts

Agents acting in the role of a trusted expert write the majority of insurance today. For the consumer, this requires an enormous delegation of...

Insurers and Facebook – Friend or Foe?

One reason for insurers to build a Facebook page is to be where the consumer is – this is the same argument used to...

The Social Media Trend for 2012 – the End of Social Media Groups?

Two trends stand out – first, agents will undoubtedly use social media more to reach consumers and second, industry executives will demand more measurement,...

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