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Lewis is Head of Social Media and Digital Marketing Manager for Fortune 100 Humana Inc., where he's built a sustainable social media program across 55,000 associates from the ground up and is responsible for their Enterprise Social Network of over 40,000 registered associates. He is also founder of Sellit - the easiest way to Sell, Discover and Buy!, LimeWedge.net, an online lifestyle magazine featuring the latest in entertainment for today’s trendsetters and Discover-Louisville.com, a hyper-local online magazine rack.
Great info, thanks for sharing. I would, however, add that if you're going to schedule posts, it's best to do it directly within Facebook, as opposed to a 3rd party API like Hootsuite or other, as this can significantly impact your EdgeRank - Faceook will ding you for using such tools.
I lead the Enterprise social media team at Humana and though the health insurance industry does lag with social media adoption, we're (or at least our organization) views social as a big opportunity. Sure, there will be many customer care inquiries on our owned sites, but it also opens the door of opportunity to service our members and prospects on the channels they communicate in on a day to day basis. We've seen many detractors and frustrated consumers turn into promoters based on our ability to meet them with where they're at and communicating to them there.
Every organization has their fair share of customer complaints / service issues and though we strive for creating the best experience possible, we know it's nearly impossible to reach 100% satisfaction. However, we can try and we do exactly that. We're still learning, growing and evolving, but the opportunity is there. People are talking about our Brand regardless... whether we choose to engage with them and help change their perception or experience, is up to us.
Feel free to search Humana on Facebook to take a look at where we're at today. Still in the infancy stage, but we're learning and quickly evolving to meet consumer needs quickly.