1. Here to Serve: A case study in social media strategy

2. About NJM Founded in 1913 Membership-based Products – Commercial – Personal 98% in New Jersey

3. Distribution

5. Risk vs. Reward What are the risks? What is the value? Is it an added service?

6. Platforms

10. Promotion

14. Strategy

16. Content

20. Monitoring

23. Responding

26. ROI

27. Lessons Learned Start small One platform at a time Don’t sell on social media Bring added value to customers Embrace customer complaints Constantly changing environment

29. Questions?