Progressive's "robotweet" debacle put a spotlight on social media's importance within the insurance industry and the risk companies take if they do not implement a sound social media strategy.
August 17, 2012
4. Don’t Forget About Brand Image
Of course they [Progressive] are respecting the wishes of the court, but some of their word choices sounded corporate, not empathetic. It's a missed opportunity to communicate the way they want the brand to look in social media - aligning with Flo.
— Connie O’Brien, digital strategist, Constance C. O'Brien Consulting; former SVP Internet Strategy & Development at AXA Equitable
Source: Constance C. O’Brien Consulting
