Here to Serve:

A case study in social media

strategy

About NJM

• Founded in 1913

• Membership-based

• Products–Commercial–Personal

• 98% in New Jersey

Distribution

Risk vs. Reward

• What are the risks?• What is the value?• Is it an added service?

Platforms

Promotion

Strategy

Content

Monitoring

Responding

ROI

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

Questions?