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.
We are informed constantly that social media will change the way companies do business, yet at the same time we are witnessing some initial...
Social media is a way for friends and family to hold conversations. It allows people to share what is happening in their lives: the...
We are constantly told about how social media will force companies to respond much faster than ever before – that was never more evident...
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...
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...
As I traveled during this autumn conference season, listening and speaking on social media in the insurance industry, I often heard the comment "We...
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...
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...
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...
I have written, talked about and debated the role of social media and customer service; I have even presented at a conference on the...
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 has evolved from "what" to "why" and now to "how," but it is important not to overthink the technology. Insurers, like other...
It is said that social media is turning the tables and consumers are now in control of the message. That is true but underlying...
"Engagement" is the buzzword of the day in social media. Brands have shifted their focus from recruiting fans and followers to creating dialogues with...
Tools can be really helpful when they are well designed and easy to find. It is not enough however to build a tool and...
Augie Ray, Head of Social Media at USAA, says "Social media is not a strategy, it is a channel. If your company does not...
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...
Agents acting in the role of a trusted expert write the majority of insurance today. For the consumer, this requires an enormous delegation of...
One reason for insurers to build a Facebook page is to be where the consumer is – this is the same argument used to...
Two trends stand out – first, agents will undoubtedly use social media more to reach consumers and second, industry executives will demand more measurement,...