Here to Serve:
A case study in social media
strategy
About NJM
• Founded in 1913
• Membership-based
• Products–Commercial–Personal
• 98% in New Jersey
Risk vs. Reward
• What are the risks?• What is the value?• Is it an added service?
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