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Here to Serve: A case study in social media strategy

Here to Serve: A case study in social media strategy

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

Here to Serve:

A case study in social media

strategy

Page 2: Here to Serve: A case study in social media strategy

About NJM

• Founded in 1913

• Membership-based

• Products–Commercial–Personal

• 98% in New Jersey

Page 3: Here to Serve: A case study in social media strategy

Distribution

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Risk vs. Reward

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

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Platforms

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Promotion

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Page 14: Here to Serve: A case study in social media strategy

Strategy

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Content

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Monitoring

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Responding

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ROI

Page 27: Here to Serve: A case study in social media strategy

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

Page 28: Here to Serve: A case study in social media strategy
Page 29: Here to Serve: A case study in social media strategy

Questions?


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