Customer Service in a Rapidly Moving World

Posted by Jim Pietro on Jan 28, 2011 5:00:14 AM

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Happy new year! And welcome to the Mid-State Insurance Agency blog.

At Mid-State, we're always on the lookout for new ways to keep in touch. This blog will give us one more way to do that. It will also serve as a forum in which we can address some of the insurance issues you've wondered about and others you may not have thought about.

As you know, communication is changing dramatically. Seven years ago, Facebook was just an idea in the mind of a college student. Today, it's a $50 billion business. And if it were a country, it would be the fourth largest in the world.

On a recent Acela Express train to New York, I was trying and failing to connect to Amtrak's WiFi service. Unable to read the morning paper online, I began to think about the moment I grasped the power of social media and the ways it is changing the way we communicate.

It was January 2009, and my daughter and other students from Worcester Academy were traveling to Washington, D.C. to attend the inauguration of President Obama. The school was taking full advantage of social media to keep the kids in touch with their classmates and families back home. As the trip unfolded, we were able to follow their experiences via blogs, tweets, Facebook, and Skype interviews.

The school's documentation of the trip through social media began to attract attention. Many local, national, and international news outlets began interviewing the students and faculty. By the end of the trip, the New York Times, The Washington Post, The Wall Street Journal, ABC, CNN, and other media were following the kids' story.

I realized at that moment how much the world had changed. Social media is going to play a significant role in the way we all communicate. And I also realized that this was a great opportunity for a company like ours with a mission of providing individualized solutions.

So as we enter a new year, Mid-State is taking the leap into social media with a state-of-the-art website and this weekly blog in which I will share our thoughts on topics of interest to our personal and business clients. Some of our choices will be influenced by your questions. Others will offer suggestions on how to save money without sacrificing quality. Still others will address topics that appear in the news.

Does this mean that we will give less attention to personal interaction? No way. Our goal is to serve you the way YOU want to be served. Whether that's a personal visit, a phone call, e-mail, tweet, or whatever is most convenient, we want to stay in touch.

Topics: social media, Jim's Blog, customer service

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