Ben Shute, Manager, Social Media Australia and New Zealand is the man responsible for QBE Insurance’s social media program. Insurance companies are often not particularly popular or top of mind with customers; except when they need them. Which makes how they manage and leverage their social media initiatives so important.

In this episode, Ben takes us through how the organisation uses their social channels to create better customer experiences which includes dealing with many emotionally charged situations.

We’ll hear how QBE uses social’s direct relationships to better understand and, ideally, service customers. The aim of which leads to better outcomes for both customers and the organisation.