Find out how PEMCO tuned in to their customers wants and needs to build relationships and a buzzable hyper-local position in their market. Presented on 12/16/09 at Gaspedal\'s Word of Mouth Supergenius conference.
nternational Journal of Engineering Research and Development is an international premier peer reviewed open access engineering and technology journal promoting the discovery, innovation, advancement and dissemination of basic and transitional knowledge in engineering, technology and related disciplines.
It All Starts With A Story (Focus On Farming)Rod Brooks
This keynote address that was given during the Snohomish County Focus On Farming event in November, 2013 stresses the value of differentiation and storytelling.
Reasons why smart marketers and business leaders need to pay close attention to the voice of the customer as a significant part of their business strategy.
nternational Journal of Engineering Research and Development is an international premier peer reviewed open access engineering and technology journal promoting the discovery, innovation, advancement and dissemination of basic and transitional knowledge in engineering, technology and related disciplines.
It All Starts With A Story (Focus On Farming)Rod Brooks
This keynote address that was given during the Snohomish County Focus On Farming event in November, 2013 stresses the value of differentiation and storytelling.
Reasons why smart marketers and business leaders need to pay close attention to the voice of the customer as a significant part of their business strategy.
Anatomy of Twitter - Establishing YourselfRod Brooks
This excellent overview of Twitter and the best practices for creating an account was presented byJulio Fernandez ~ @SocialJulio
VP Enterprise Search & Social SEO for Global Strategies at a WOMMA event in 2009.
Differentiating In An Undifferentiated IndustryRod Brooks
When your business or product lines are being outspent, misunderstood, and commoditized what can you do? What do you do to be the challenger brand that takes on the Goliaths? This presentation about a challenger insurance brand may give you a few ideas that you can apply. (Disclosure: I am the CMO at PEMCO Insurance)
Branding Playbook: Your Company Or Your AgenciesRod Brooks
Insights from CMO of NW challenger brand, PEMCO Mutual Insurance Company, on topic of branding your company while working closely with partner agency brands.
Includes discussion of brand ladder, brand advocacy, and effective collaboration techniques. Presented at NAMIC Personal Lines Seminar, April 2011 by CMO Rod Brooks
These are links to a variety of resources regarding personal brand and social media. Some were used in the development of my presentation to Eastlake DECA Founding 54.
Social - A PEMCO story in under 20 minutesRod Brooks
A twenty minute hole appeared in the 2011 Social 301 Conference agenda and I got the call. This short story includes a video case and an example of how PEMCO has entered into social engagement with an integrated, online and offline approach.
Getting Social. A vision. A commitment. A plan.Rod Brooks
I first gave this presentation at Blogwell Seattle in May of 2010. It summarizes the progress that PEMCO has made on the path to becoming world class in the use of word of mouth marketing and social media tools. I continue to think of myself as a student in this space... a student with a few lessons to share. Thanks for checking it out.
What the difference between routine and remarkable? How would you turn touch points into talking points? Are you aware of the four key decisions that every marketer can make... or not? This presentation introduces answers to those questions and the five principles of great Word of Mouth Marketing. Enjoy.
This presentation was prepared for a PR Newswire hosted event in Seattle on October 10, 2012. PEMCO CMO, Rod Brooks, discusses the importance of monitoring customer conversations when developing meaningful brand content.
Content Marketing - A CMO's View (w/o speakers notes due to PDF upload)Rod Brooks
The voice of the customer plays an increasingly important role in the development and use of timely and relevant content – “Content Excellence."
Developing the right content strategy to drive the desired outcome requires, once again, that we exercise new muscles and build new behaviors.
"Taking It Offline" (With Speaker's Notes)Rod Brooks
PDF With Speaker Notes
This PEMCO case study showing how a hyper-local Northwest insurance company took word of mouth marketing offline was chosen to be a featured presentation at the 2011 WOMMA School of WOM.
PEMCO Insurance (where I am the CMO) ran a contest to generate consumer auditions to be the next NW Profile. Many of the submissions were outstanding. This is a deck that I used when share the case study at the Word of Mouth Marketing Association's annual summit meeting in Las Vegas. (11/2012)
Word of mouth marketing has been part of cultures for centuries. People share with other people and we tend to believe what our friends, family, neighbors, and now, even strangers on line have to say. The importance of referrals and recommendations is growing year over year. Isn't it time you took word of mouth and the power of the consumer seriously?
Anatomy of Twitter - Establishing YourselfRod Brooks
This excellent overview of Twitter and the best practices for creating an account was presented byJulio Fernandez ~ @SocialJulio
VP Enterprise Search & Social SEO for Global Strategies at a WOMMA event in 2009.
Differentiating In An Undifferentiated IndustryRod Brooks
When your business or product lines are being outspent, misunderstood, and commoditized what can you do? What do you do to be the challenger brand that takes on the Goliaths? This presentation about a challenger insurance brand may give you a few ideas that you can apply. (Disclosure: I am the CMO at PEMCO Insurance)
Branding Playbook: Your Company Or Your AgenciesRod Brooks
Insights from CMO of NW challenger brand, PEMCO Mutual Insurance Company, on topic of branding your company while working closely with partner agency brands.
Includes discussion of brand ladder, brand advocacy, and effective collaboration techniques. Presented at NAMIC Personal Lines Seminar, April 2011 by CMO Rod Brooks
These are links to a variety of resources regarding personal brand and social media. Some were used in the development of my presentation to Eastlake DECA Founding 54.
Social - A PEMCO story in under 20 minutesRod Brooks
A twenty minute hole appeared in the 2011 Social 301 Conference agenda and I got the call. This short story includes a video case and an example of how PEMCO has entered into social engagement with an integrated, online and offline approach.
Getting Social. A vision. A commitment. A plan.Rod Brooks
I first gave this presentation at Blogwell Seattle in May of 2010. It summarizes the progress that PEMCO has made on the path to becoming world class in the use of word of mouth marketing and social media tools. I continue to think of myself as a student in this space... a student with a few lessons to share. Thanks for checking it out.
What the difference between routine and remarkable? How would you turn touch points into talking points? Are you aware of the four key decisions that every marketer can make... or not? This presentation introduces answers to those questions and the five principles of great Word of Mouth Marketing. Enjoy.
This presentation was prepared for a PR Newswire hosted event in Seattle on October 10, 2012. PEMCO CMO, Rod Brooks, discusses the importance of monitoring customer conversations when developing meaningful brand content.
Content Marketing - A CMO's View (w/o speakers notes due to PDF upload)Rod Brooks
The voice of the customer plays an increasingly important role in the development and use of timely and relevant content – “Content Excellence."
Developing the right content strategy to drive the desired outcome requires, once again, that we exercise new muscles and build new behaviors.
"Taking It Offline" (With Speaker's Notes)Rod Brooks
PDF With Speaker Notes
This PEMCO case study showing how a hyper-local Northwest insurance company took word of mouth marketing offline was chosen to be a featured presentation at the 2011 WOMMA School of WOM.
PEMCO Insurance (where I am the CMO) ran a contest to generate consumer auditions to be the next NW Profile. Many of the submissions were outstanding. This is a deck that I used when share the case study at the Word of Mouth Marketing Association's annual summit meeting in Las Vegas. (11/2012)
Word of mouth marketing has been part of cultures for centuries. People share with other people and we tend to believe what our friends, family, neighbors, and now, even strangers on line have to say. The importance of referrals and recommendations is growing year over year. Isn't it time you took word of mouth and the power of the consumer seriously?
The Seahawks went to Super Bowl XLVIII and the team at PEMCO Insurance went to work. We created a highly engaging and visible social experience in just 12 days from start to finish and joined the conversation of the Supercharged 12th Man. Supercharged Seahawk Fans... You're One Of Us!
Good morning snohomish county 2014 preso pdfRod Brooks
It all starts with a story! Today's most trusted marketing isn't delivered as you might expect. Today's best marketing are the stories that are shared between friends and neighbors. What are your stories? Who tells them on your behalf? Let's examine "why" stories really matter.
This deck supports the story of PEMCO's early development and successful implementation of social engagemeng strategy and the use of social media tool. Presented by Rod Brooks, PEMCO CMO
How did this conservative brand reverse declining trends in sales and marketing and experience double digit growth within six months? They dared to be different and found new and meaningful ways to engage with customers. PEMCO's "We're A Lot Like You. A Little Different" campaign has been one of the companies most successful campaigns moving them into first place for brands most likely to be shopped in their category. In this session you'll hear how PEMCO developed a detailed branding strategy rooted in a series of decisions all brands can (and the smart ones do) make, which have helped pave the way for their brands success.
Recognizing the importance of the "personal brand" image we project is a critical first step in developing and growing our careers. But conventional thinking on the topic is beginning to shift and the importance of our "personality brand" has become an increasingly important dimension. That, and the rapidly escalating use of social media tools makes the art of presenting ourselves a whole new ballgame!
Word of mouth marketing - Taking it offlineRod Brooks
This PEMCO case study showing how a hyper-local Northwest insurance company took word of mouth marketing offline was chosen to be a featured presentation at the 2011 WOMMA School of WOM.
How a regional challenger brand in the uninteresting insurance business has been repositioned into one of the Northwest's most talked about brands. PEMCO's Playbook.
What lawyers need to know about social engagementRod Brooks
I was recently invited to share some of the socal engagement basics to a division of the King County Bar Association. It's surprising how few of the attorneys in attendance were taking the use of social media seriously.
Having your corporate logo, your product merchandising, your marketing materials, and your advertising is just the beginning when it comes to brand management today. At the most fundamental level our corporate brand positioning comes to life at the touchpoint between employees and customers. After all, your brand isn't what you say it is, it's what your customers say it is. This presentation was originally created and shared by Watson Wyatt. It has been shared several times with audiences ranging from PEMCO Insurance's board members to front line staff. Hope you enjoy it.
9. Our Situation in 2007 Share of advertising voice was less than 3% in the prior 2 years Nationally, GEICO Insurance will spend approximately $1 Billion 2009 PEMCO 3% $55 Million 2005-2006 9
17. <?xml version="1.0"?><AllQuestions /> <?xml version="1.0"?><AllAnswers /> <?xml version="1.0"?><AllResponses /> <?xml version="1.0"?><Settings><answerBulletFormat>Numeric</answerBulletFormat><answerNowAutoInsert>No</answerNowAutoInsert><answerNowStyle>Explosion</answerNowStyle><answerNowText>Answer Now</answerNowText><chartColors>Use PowerPoint Color Scheme</chartColors><chartType>Horizontal</chartType><correctAnswerIndicator>Checkmark</correctAnswerIndicator><countdownAutoInsert>No</countdownAutoInsert><countdownSeconds>10</countdownSeconds><countdownSound>TicToc.wav</countdownSound><countdownStyle>Box</countdownStyle><gridAutoInsert>No</gridAutoInsert><gridFillStyle>Answered</gridFillStyle><gridFillColor>255,255,0</gridFillColor><gridOpacity>50%</gridOpacity><gridTextStyle>Keypad #</gridTextStyle><inputSource>Response Devices</inputSource><multipleResponseDivisor># of Responses</multipleResponseDivisor><participantsLeaderBoard>5</participantsLeaderBoard><percentageDecimalPlaces>0</percentageDecimalPlaces><responseCounterAutoInsert>No</responseCounterAutoInsert><responseCounterStyle>Oval</responseCounterStyle><responseCounterDisplayValue># of Votes Received</responseCounterDisplayValue><insertObjectUsingColor>Red</insertObjectUsingColor><showResults>Yes</showResults><teamColors>Use PowerPoint Color Scheme</teamColors><teamIdentificationType>None</teamIdentificationType><teamScoringType>Voting pads only</teamScoringType><teamScoringDecimalPlaces>1</teamScoringDecimalPlaces><teamIdentificationItem></teamIdentificationItem><teamsLeaderBoard>5</teamsLeaderBoard><teamName1></teamName1><teamName2></teamName2><teamName3></teamName3><teamName4></teamName4><teamName5></teamName5><teamName6></teamName6><teamName7></teamName7><teamName8></teamName8><teamName9></teamName9><teamName10></teamName10><showControlBar>All Slides</showControlBar><defaultCorrectPointValue>0</defaultCorrectPointValue><defaultIncorrectPointValue>0</defaultIncorrectPointValue><chartColor1>187,224,227</chartColor1><chartColor2>51,51,153</chartColor2><chartColor3>0,153,153</chartColor3><chartColor4>153,204,0</chartColor4><chartColor5>128,128,128</chartColor5><chartColor6>0,0,0</chartColor6><chartColor7>0,102,204</chartColor7><chartColor8>204,204,255</chartColor8><chartColor9>255,0,0</chartColor9><chartColor10>255,255,0</chartColor10><teamColor1>187,224,227</teamColor1><teamColor2>51,51,153</teamColor2><teamColor3>0,153,153</teamColor3><teamColor4>153,204,0</teamColor4><teamColor5>128,128,128</teamColor5><teamColor6>0,0,0</teamColor6><teamColor7>0,102,204</teamColor7><teamColor8>204,204,255</teamColor8><teamColor9>255,0,0</teamColor9><teamColor10>255,255,0</teamColor10><displayAnswerImagesDuringVote>Yes</displayAnswerImagesDuringVote><displayAnswerImagesWithResponses>Yes</displayAnswerImagesWithResponses><displayAnswerTextDuringVote>Yes</displayAnswerTextDuringVote><displayAnswerTextWithResponses>Yes</displayAnswerTextWithResponses><questionSlideID></questionSlideID><controlBarState>Expanded</controlBarState><isGridColorKnownColor>True</isGridColorKnownColor><gridColorName>Yellow</gridColorName></Settings> Some of the people we talked to! 15
18. <?xml version="1.0"?><AllQuestions /> <?xml version="1.0"?><AllAnswers /> <?xml version="1.0"?><AllResponses /> <?xml version="1.0"?><Settings><answerBulletFormat>Numeric</answerBulletFormat><answerNowAutoInsert>No</answerNowAutoInsert><answerNowStyle>Explosion</answerNowStyle><answerNowText>Answer Now</answerNowText><chartColors>Use PowerPoint Color Scheme</chartColors><chartType>Horizontal</chartType><correctAnswerIndicator>Checkmark</correctAnswerIndicator><countdownAutoInsert>No</countdownAutoInsert><countdownSeconds>10</countdownSeconds><countdownSound>TicToc.wav</countdownSound><countdownStyle>Box</countdownStyle><gridAutoInsert>No</gridAutoInsert><gridFillStyle>Answered</gridFillStyle><gridFillColor>255,255,0</gridFillColor><gridOpacity>50%</gridOpacity><gridTextStyle>Keypad #</gridTextStyle><inputSource>Response Devices</inputSource><multipleResponseDivisor># of Responses</multipleResponseDivisor><participantsLeaderBoard>5</participantsLeaderBoard><percentageDecimalPlaces>0</percentageDecimalPlaces><responseCounterAutoInsert>No</responseCounterAutoInsert><responseCounterStyle>Oval</responseCounterStyle><responseCounterDisplayValue># of Votes Received</responseCounterDisplayValue><insertObjectUsingColor>Red</insertObjectUsingColor><showResults>Yes</showResults><teamColors>Use PowerPoint Color Scheme</teamColors><teamIdentificationType>None</teamIdentificationType><teamScoringType>Voting pads only</teamScoringType><teamScoringDecimalPlaces>1</teamScoringDecimalPlaces><teamIdentificationItem></teamIdentificationItem><teamsLeaderBoard>5</teamsLeaderBoard><teamName1></teamName1><teamName2></teamName2><teamName3></teamName3><teamName4></teamName4><teamName5></teamName5><teamName6></teamName6><teamName7></teamName7><teamName8></teamName8><teamName9></teamName9><teamName10></teamName10><showControlBar>All Slides</showControlBar><defaultCorrectPointValue>0</defaultCorrectPointValue><defaultIncorrectPointValue>0</defaultIncorrectPointValue><chartColor1>187,224,227</chartColor1><chartColor2>51,51,153</chartColor2><chartColor3>0,153,153</chartColor3><chartColor4>153,204,0</chartColor4><chartColor5>128,128,128</chartColor5><chartColor6>0,0,0</chartColor6><chartColor7>0,102,204</chartColor7><chartColor8>204,204,255</chartColor8><chartColor9>255,0,0</chartColor9><chartColor10>255,255,0</chartColor10><teamColor1>187,224,227</teamColor1><teamColor2>51,51,153</teamColor2><teamColor3>0,153,153</teamColor3><teamColor4>153,204,0</teamColor4><teamColor5>128,128,128</teamColor5><teamColor6>0,0,0</teamColor6><teamColor7>0,102,204</teamColor7><teamColor8>204,204,255</teamColor8><teamColor9>255,0,0</teamColor9><teamColor10>255,255,0</teamColor10><displayAnswerImagesDuringVote>Yes</displayAnswerImagesDuringVote><displayAnswerImagesWithResponses>Yes</displayAnswerImagesWithResponses><displayAnswerTextDuringVote>Yes</displayAnswerTextDuringVote><displayAnswerTextWithResponses>Yes</displayAnswerTextWithResponses><questionSlideID></questionSlideID><controlBarState>Expanded</controlBarState><isGridColorKnownColor>True</isGridColorKnownColor><gridColorName>Yellow</gridColorName></Settings> Some of the people we talked to! 16
27. The Perfect Storm – Convergence of Forces BHAG: Never have to pay for a lead again Culture: Lead with relationship VOC: Listen, organize, engage and measure 25
28. PEMCO’s success depends on the positive opinion of people like me. They listen, participate, encourage and enable me to share with others. + 26
36. Incite event attendees to engage PEMCO Brand Ambassadors in conversations offline and onlineLove the way PEMCO does this local stuff. Keep it up! 32
Self introduction:Rod BrooksVice President and Chief Marketing Officer, PEMCO Insurance, Seattle, WashingtonBoard Member and President-elect of Word of Mouth Marketing Association (WOMMA)
This short video was produced by the NBC affiliate in Seattle for Evening Magazine as a result of the buzz that the PEMCO campaign had created over the prior 18 months.This was to document the “making of” a PEMCO Profile Commercial.PEMCO aired it live at a Space Needle Tweet-up. That event created a new wave of buzz locally, regionally, and even nationally.
Leading with Relationship…. Actually, Leading with Trust
To consumers… insurance is pretty black and white.The law says they have to have it. It’s not valued at the time of purchase. It’s considered an expense. Insurance providers are scrutinized and often not trusted (industry). And it’s definitely not well understood. (What did I buy?)
And… for PEMCO’s target market (preferred drivers and households)… it’s a zero-sum-game.The people we want, by definition, are our competitors best customers. For the most part, they are already insured and we need to take lure them away.
Our target customers shop. Some more than others, but there is always shopping going on.And what they see looks like a commodity. There is very little product or coverage differentiation.
Let’s look back a couple years.In 2007 PEMCO found that it’s share of traditional advertising voice (specifically measured broadcast) was deteriorating and had reached a low point of just 3% within the Seattle DMA. PEMCO had not reduced it’s advertising spend. But the competition was increasing exponetially.Note: See GEICO, Progressive, AllstateGEICO would outspend Coca-Cola nationally in 2007-08 ($500,000,000) and would approach $1 BILLION in 2009.This was not a hill that PEMCO was equipped to go to battle on.
At the same time… market share was eroding. Coinciding with a growing market generally, PEMCO share had slipped from 8.3% to 6.4% over an eight year time period.
PEMCO Mutual Insurance Company is just one of two Washington-based insurers after the sale of once-local SAFECO Insurance among other industry consolidations.Founded 60 years ago, it offers auto, home, boat, life and umbrella policies. PEMCO sells a highly regulated, commoditized product in a product category with very low customer involvement – all the while outspent by national competitors eight-to-one. PEMCO’s business model leads with relationship and keeps the customer “out front” and “in focus” in our decision making.We strive to provide a truly “world class customer experience” regardless of industry.We are governed by our core values of “Integrity, Responsibility, and Courage”
PEMCO is positioned as a Challenger Brand.We compete with the big boys (and girls) who are all national players and have far greater resources.As a challenger, PEMCO - Lacks economies of scale - Must have well-defined strategies - Be highly creative, innovative, resourceful and nimble - Be willing to challenge the establishment… starting with the internal sacred cows that graze inside the organization. - And, relevant to all of us, must capitalize on Word of Mouth from loyal customers and advocates.
Here’s what some of those customers looked like. A lot like you. A little different.Conducted ethnographic research inside homes of people like these. Blind at first. Identified PEMCO at end.Observed their life style. Heard their stories. What they worried about. What they celebrated. What they honored. And what they were proud of.
Northwest residents… Since Lewis & Clark days… have been a fiercely independent group.They blaze their own trails, rail at the east coast establishment, and don’t have a lot of love lost for Californian’s to the south (even though many used to be one themselves).
We consider ourselves innovative… and proud leaders in all things good.In fact… if it’s really good, it probably was invented here. And even though most of us had nothing to do with the creation of these companies, we proudly claim them as if they were our own.
We are incredibly green (but not with envy) and we might even claim to have invented recycling.
We love the local guy.When all things are equal… and often even when price is a bit higher…- Local trumps Large- Personal trumps price.
Oh… and did I mention that we can be a bit unusual…Odd.QuirkyProud
Oh… and did I mention that we can be a bit unusual…Odd.QuirkyProudAnd Colorful
So what does that information do for a local insurance company that wants to compete with the big guys.It guides us.It helped us understand how best to differentiate ourselves from the rest of the insurance providers.We would look for opportunities to connect ourselves to those unique values that the people of the NW hold so dear.The big guys can spend more, but no one can be “more local” in the northwest than PEMCO.
PEMCO PersonasHere’s a helpful guide to the people of the northwest. We call thismicrosite WALLY… an acronym for Were A Lot Like YouOur initial objective was to show people that we really knew them. And of course…make people smile. While social media is NOT a campaign, it can be a launch platform for making your brand “talkable” on the social web.How? Starting with the PEMCO We’re A Lot Like You. A Little Different ad campaign.Campaign highlights the quirky, yet identifiable characteristics of Northwest residents. Resulted in hundreds of organic blog mentions.Introduce these characters …. In order…First Snowflake Freak-out LadySuper Long Coffee Orderer50 Degrees Shirts Off GuyPonytailed Software GeekGoat Renter GuyRoadside Chainsaw WoodcarverDesperately Seeking SasquatchOff Leash Dog Lady
Let’s talk for a minute about the climate at PEMCO….I like to think of it as a Perfect Storm. A time with there is a convergence of forces that can truly change the landscape.BHAG. Instead of focusing on the newest tools or channels, PEMCO started with our big hairy audacious goal in mind. “Never have to pay for a lead again”. As such, we’ve found social engagements and channels that have helped us organize and engage the customer in meaningful conversations. Culture For more than 60 years PEMCO has “lead with relationship” putting customer wants and needs first. We start all of our executive meetings and board meetings with a customer story. We lead with trust when settling a claim. Our mantra… “Our customers came to us voluntarily one at a time. And they can leave the same way if we break their trust” and “There’s no right way to do the wrong thing” Voice of the Customer: We have two ears and one mouth. We should listen twice as much as we talk. Over the past two years PEMCO has embarked on an aggressive approach to integrate the voice of the customer into the PEMCO corporate culture and business practices. We measure all of our customertouchpoints, and report findings with actions identified to improve. We have recently improved our ability to segment our customers and will endevor to improve our products and services depending on their unique wants and needs. We are even preparing to reorganize the company around the voice of the customer.
Our vision for WOM and social media is simple and aligns with PEMCO’s world class customer experience objectives: Our Social Media Mantra…“PEMCO’s success depends on the opinion of people like me. They listen, participate, encourage and enable me to share with others.”Listen.ParticipateEncourageEnable
Campaign Artifacts:Relevant… Hyper local identification… Smile makers.In 2009, PEMCO decided to capitalize on the ad campaign’s popularity and adopted an integrated marketing and events program that:Celebrates Pacific Northwest values Demonstrates our dedication to community involvement and engagement through sponsorships, partnerships and user-generated activities.
In 2009, PEMCO decided to capitalize on the ad campaign’s popularity and adopted an integrated marketing and events program that:Celebrates Pacific Northwest values Demonstrates our dedication to community involvement and engagement through sponsorships, partnerships and user-generated activities.
Reportedly, 90% of all WOM is face to face… or at least, NOT digitally driven.PEMCO made sure we walked the talk and showed up in the communities where our customers and prospects live, work, learn and play.This integrated program capitalized on a set of opportunities that best reinforce PEMCO’s brand position including:1. An array of local grassroots-level events – Fremont Fair, Seafair, Issaquah Salmon Days, Taste Washington, etc.2. The creation of a fully-modular, branded, motorized vehicle (WALLY1)3. A set of activities that foster meaningful interaction and Brand Ambassadors to serve as the face of the company within the community. The program’s goal is to increase positive touchpoints – both online and offline – between PEMCO and the local Northwest community.
In all our endeavors, PEMCO has worked to lead on relationships. We look forward to building a relationship with you and encourage you to return back to www.werealotlikeyou.com for new updates coming soon. Next steps. Stop: Learn and listen. But don’t be afraid to learn while doing too! We walked away with a lot of to-do’s as a result of what we learned from having our Tweet-up.Invest further in social mediaCreate listening out postsEngage & train PEMCO employees about social mediaCreate corporate Twitter handles @PEMCO & @PEMCO_NWBe attentive to new opportunities to create additional buzzImprove / expand the WALLY micro-website to allow for more participation / engagement
All new website about to launch in January.Will improve brand presense, but even more importantly will better incorporate the Voice of the CustomerTestimonials and responses to lettersTwitter feedCustomer reviews….. (more)