Are you in favour of using social media in organisations like yours for business purposes? What advice would you give organisations considering this for the first time?

Social media, being the newest “turbo” form of the very old human practice of communication, provides the perfect opportunity to build connection between people. Insurance is about people and trust. We want to build lasting, not just single transaction, relationships with our customers. It is therefore imperative that we engage with and listen to the online community. Consumers are much better informed today and they can easily share their experiences – good or bad – with others.

Organizations have a responsibility to participate in the online space, with openness, honesty and integrity. This allows us to build trust, stronger relationships, as well as a much better understanding of customer expectations.