Social Listening
My wife, toddler, and I snuck away this weekend to try to escape the chaos for a little while and clear our heads. Holed up in a lovely hotel room in Newport, Oregon, we had the pleasure of catching up on cable television. Normally, we just stream the things we want to watch, so we miss out on commercials (if you can call that "missing out"). Liberty Mutual insurance is well known for their commercials and especially for their jingle. They are an insurance company that offers car, homeowner's, and renter's policies. They offer discounts and unique add-ons as their main selling points. I decided to dig in and see what their social media accounts were like and how they interact with their customers and followers. Wow, I was really in for a surprise! Both their Instagram and Facebook pages are flooded with comments on nearly every post with customer complaints. One of the main complaints that I saw over and over again was a lack of communication and customer service f