Running two successful office locations is no easy feat. It also means double the territory size. Making your clients feel connected to you while you are unable to be physically in front of them is not always an easy task.
Each month we put the spotlight on a customer who’s fully embraced digital transformation. We’ll share stories of advisors and agents who are using digital to be more productive, build deeper relationships and increase business, as well as those of distribution, marketing, compliance and IT leaders who successfully led or participated in digital initiatives.
Renee Corwin is the owner of the Corwin-Rey Insurance Agency in Washington. She uses Hearsay Social to schedule quality content, keep a watchful eye on her clients and prospects for life changes, and strategize with her team to create their digital marketing plan. Read on to hear how social media has impacted Renee’s business.
What’s a typical day like for you?
I typically like to get to work before we open, to filter emails and get my day organized. We all get caught up in the day-to-day routine, putting out fires, but I have dedicated time on my calendar for certain things that I truly try not to waiver from. For example, every Thursday I do at least one thing on my digital/social media calendar. I may update Google My Business photos/videos, schedule posts through Hearsay, write a blog post, or update my Agency website. I found that if I did not dedicate specific time to these things, they would fall through the cracks and never get done; it’s easy to shove them to the back burner.
What trends are you seeing in the industry lately?
A trend that I’m seeing is a lack of loyalty from our customers; more specifically, the children of our long-time customers. It used to be simple – when a child would get married or move out, we would always write up their insurance policy. However, in the past year or so we have noticed these young adults are shopping online and really searching based on price instead of value. Regardless of the relationship we had with them and their parents.
How are social media and texting changing the way you work?
Convenience and connection are key for our customers. We have to be able to communicate with them in the manner they want to communicate. Be it by phone, email, texting, social media –we have to be present everywhere. Social media and texting certainly make it much easier to communicate in a rapid manner. Social media has also helped with our retention of long term customers. Even when customers are shopping for value only, they love having a connection with someone, or a perceived connection, via social media. They like to be a part of our lives, and us a part of their lives.
How has Hearsay improved the way you work?
Hearsay allows us to plan ahead, schedule posts, and creates/helps us with our marketing plans. I love personalizing our own content but being able to efficiently schedule posts out into the future makes sure we are always reaching our audience.
What best practice have you adopted?
Make sure all of your contact info is visible on your social media sites and websites. Every platform that you have, you need to make sure your connections can contact you. Use social media to do your research on prospects and clients. People won’t always offer up information on the phone that they are posting on their social media sites. You can stay up-to-date with people based on life signals that you wouldn’t know were happening unless they called and told you (which is highly unlikely). For example, I saw a friend bought a home and called them to make sure they were covered on homeowners insurance. This alone has led to a lot of client retention.
What myths would you like to dispel about social media?
That it’s only young people on social media. My 82-year-old mother uses Facebook frequently. She comments, crowdsources, and interacts on Facebook. It’s not just young people.
What results have you seen from adopting social media in your business?
I’ve trained my staff to always ask how people heard of us which helps track the metrics. 75% of our new business has found us because of our digital presence.
When you’re not at the office, what do you do for fun?
I love hiking, running, traveling, and in the past few years I took up a childhood dream of learning how to play the harp.