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Transforming customer relationships with social business: Recap from the 2014 LIMRA Social Media Conference for Financial Services

Victor Gaxiola and Molly Degnan at the LIMRA Social Media Conference in Boston.

In its fifth year, LIMRA’s 2014 Social Media Conference for Financial Services last week provided financial services teams the strategies they need to build relationships, generate sales and recruit new producers with social media.

This year’s presenters shared more real life success stories and tangible strategies than ever before. In particular, there was a heavier focus on successful use of social media by agents and advisors in the field.

Here are the some of the key topics covered throughout the conference:

Advisor use of social media

In contrast to prior years, where it seemed the conference was primarily focused on brand or corporate use of social media, this year’s conference was much more focused on how advisors in the field successfully leverage social business practices.

MassMutual, New York Life, Sun Life Financial, Guardian Life, and other organizations shared stories of how advisors successfully leveraged social media to maintain customer relationships and grow business. Even Zuckerberg Media founder and CEO Randi Zuckerberg (@randizuckerberg), who focused on social media trends,  provided some best-practice examples of advisors using Facebook to connect directly with their customers.

One standout session was a panel discussion, “Winning as a Team @ MassMutual,” moderated by Hearsay Social’s Customer Advocacy Manager, Victor Gaxiola (@victorgaxiola).

In a lively discussion, the cross-functional team from Mass Mutual, including Kathleen Mayko (Director, Brand Marketing, Life Company Marketing, @kathleen_mayko), Doug Morrin (Assistant Vice President & Counsel, Law Department, @DougMorrin), and Corina Roy (Assistant Vice President, Field Digital, Life Company Marketing, @corinaroy), shared the evolution of their social media program.


In a round robin format, Corina shared how MassMutual has mobilized its field force to embrace social technology to connect with prospects and clients, and Kathleen covered the brand perspective. Both expanded on the the need for interdepartmental collaboration and communication to meet the challenges of adoption early on and through the life of the program.

Victor categorized the challenge facing the industry well: “Social media in financial services is a revolution at an evolutionary pace.”

Representing the legal perspective, Doug was a refreshing surprise illustrating MassMutual’s progressive approach to social media understanding and adoption. He spoke about how he became knowledgeable about social media by actually creating his own social media accounts and using them. (A great tip for other legal and compliance professionals who are looking to better understand the technology.)

From the beginning, he approached social media as a business imperative; instead of being a roadblock, the legal and compliance team would be partners in making social successful at MassMutual.


Mobile and social media have always gone hand-in-hand, but this year the mobile conversation was front and center. There was some mention of mobile strategy in almost every presentation.

Randi Zuckerberg, for example, discussed a number of mobile trends. “People want to get everything within one click on their phone,” she said, sharing examples of mobile consumer applications such as Uber and asking, “so how do you give your clients what they need?” A few of the mobile applications from insurance companies that she shared were The Liberty Mutual Home GalleryProgressive Art app, and MetLife Infinity.

There seems to be general consensus that the way people digest information has changed, and therefore firms and relationship managers need to connect with customers, employees, and investors through mobile channels. In their “Social E-Motion” session, Aaron Brickman, Adam Sherman, and Louis Cardello (senior associates at New York Life), shared the statistic that cold calls are ineffective 97% of the time, highlighting the need for other ways to connect with customers and prospects.

Integrated campaigns

As the industry’s use of social media matures, it is only natural that financial services organizations become more sophisticated with their social business programs. Particularly apparent at this year’s LIMRA conference was the number of success stories concerning fully integrated campaigns across other digital channels,  in-person activities, and mobile.
In his session “Plan for the Moment – Twitter and Financial Services Partner,” Dan Greenberg (Senior Account Manager, Twitter, @dangb) shared some impressive examples of integration with Twitter marketing programs, live events and TV broadcasts. Dan highlighted a successful campaign that New York Life ran encouraging customers to share stories.

Dan also shared a variety of examples of Twitter tools available to help bridge Twitter engagement with other marketing programs, such as “Click-to-Call” on mobile and Twitter Cards.

The core day of the LIMRA event concluded with the “Silver Bowl Awards” hosted by Michael Lock (President & COO, Hearsay Social, @michaelhlock) and James Kerley (Chief Member Officer, LIMRA/LOMA). With this second-annual installation of these awards, the conference attendees had a chance to look back at each other’s successes over the past year and learn from some truly creative campaigns.

Can’t wait to see how you all continue to innovate over the coming year!

Hearsay Social CEO Clara Shih to keynote on social media, big data and distribution at GAMA LAMP

HeaderLogoToday we’re excited to announce that from March 16-19 we’ll be in Nashville for GAMA’s annual Leadership and Management Program (LAMP), which brings together more than 2,500 field leaders and industry executives representing more than 50 insurance companies from around the world.

GAMA has organized what’s sure to be a superb event, featuring top practitioner speakers including GAMA 2013-14 president Howard J. Elias (Guardian Life), Harry P. Hoopis (Northwestern Mutual), Peter S. Novak (MassMutual), Gregory R. Smith (Farm Bureau Insurance) and more.


Additionally, we’re proud to say we’ll be kicking off the event with a keynote from our CEO Clara Shih on Monday morning. In addition to Clara’s keynote, we will be hosting a workshop on day two of GAMA LAMP with distribution leaders from major financial firms participating. Also, take advantage of the chance to meet one-on-one with a key Hearsay Social executive onsite to explore how social business applies to your specific situation. Sign up here.

Here’s some more information about our sessions at GAMA LAMP:

How Social Media and Big Data are Transforming Distribution

Over one billion people today look to Facebook and Twitter for news and recommendations. At the same time, people are broadcasting life events every day across the social networks. How can advisors today tap into these opportunities to engage with their current and prospective clients?

In this very special keynote kicking off GAMA LAMP on Monday at 9:15 AM, Hearsay Social CEO Clara Shih (@ClaraShih) will share how insurers can leverage big data insights from social media to bring digital channel efficiencies to advisor forces and transform distribution.

The Dawn of the Super-Human Advisor

On Tuesday, March 18 at 3 PM, Jason Suen (Global Director of Customer Success, Hearsay Social, @JasonSuen) will be leading a panel with distribution leaders from major financial firms to discuss their experiences with social business. Panelists will share both qualitative insights and concrete actions every leader should be taking to get from “likes” to generating business on Facebook, LinkedIn, Twitter, and other popular social networks. Participants in this workshop will walk away with a blueprint for leading their organization to success in the social media era.

See you at Clara’s keynote on Monday morning, Jason’s workshop on Tuesday afternoon, booth #435 (where you can enter a daily drawing for a chance to win a set of Beats by Dr. Dre Headphones) and online at #LAMP14 all throughout the event!

Learn more about social media and financial services:

Sales has changed more in the past 10 years than it did in the previous 100

How SunLife Leverages LinkedIn and Stays Compliant

Enhancing the social business experience for financial advisors at Wedbush Securities