I wanted to do something American one nice summer weekend: See a movie. I was in the car with my family (not driving, of course). We had agreed on the movie, “Lincoln Lawyer.” (Admittedly, seeing a movie spur-of-the-moment was more spontaneous than I’m known to be. But maybe that serves me right, as you’ll see in a moment.)

So I looked up the phone number of a local theater on a mobile telephone.

I’d called movie theaters in the past from an old-fashioned landline telephone, and had been able to quickly find out movie times.

Silly me.

Here’s what happened:

1) The first thing I heard was: “This call is sponsored by [sponsor name],” accompanied by music that competed with a fast-talking narrator describing some type of “mobile ring tone club.” Then: “Press 9 for more information.” Elapsed time: 40 seconds. [The next round of information described what ring tones could be downloaded from the "club," followed by another "Press 9 for more information" then "Press 9 to confirm." I pointedly did not press 9 because "confirm" has become associated in my mind with "This is where I start getting charged money."]

2) Then I had a chance to select a movie using the keypad.

3) Then I heard: “Press 2 to continue.” (I sympathize with those who go vigilante as a consumer, so I already had suspicions that I was not going to get my movie times next.)

4) Another ad with the same music and voice, each competing to be heard over the other.

5) Eventually, I got movie times.

Some good things about what happened:

1) The phone call was to a toll-free number, although with cell-phone contracts, calls are still charged against a “minutes” limit.

2) I got my movie times, sooner or later.

One not-so-good thing: Interruption marketing lives, now on mobile phones.

Now, on the scale of marketing offenses (and life’s problems), this doesn’t rank high.

This ad strategy must be like spam: If you send out enough messages, enough people will click to make the racket worthwhile. I’m guessing that among the thousands of people who call movie theaters for showtimes, somebody will download a ring tone and pay a goodly amount of money for it.

I have every respect that this movie theater chain (and it’s a big regional brand) wants to optimize revenue and profit. But when I call for movie times, I don’t want to hear an ad for a phone ringtone.

Besides, what teenagers are downloading ringtones these days? The teenagers I see with cellphones are too busy texting on them, posting to Facebook or Tweeting to take or make any phone calls. So why do they need a ringtone?

If I’m going to spend $12 for a movie ticket, do I have to wait through three rounds of ads in order to find a simple showtime for the movie I want to see?

P.S. I take it all back: Actually, I’d be willing to sit through ads if the theater would pledge to use the revenue to clean the bathroom.

P.P.S. We didn’t see a movie that night.

For Aartrijk’s new series of guest bloggers

About Nibby: Nibby began his insurance career in August 1983 as a part-time employee in his father’s business, then joined the agency full-time in 1986 after graduating from Eastern Kentucky University. Nibby is known nationally for his insurance agency automation consulting work with the AGENA Corporation and National Users of AGENA Systems. He has also worked extensively with Henderson Community College as an instructor in various computer-related classes.

1. What has happened in the past year with your agency/firm now in the area of branding? What changes or initiatives have you been working on? What is the top challenge right now for companies like yours?

We are trying to brand more with our online name GoVaughn.com Insurance, instead of our old, long name Vaughn Insurance Agency Co.

We have dropped our Yellow Pages, TV, radio and newspaper advertisements. Our biggest challenge is making sense out of it all, even though we know that the time we are spending in social media and new media (online advertising) is really the right way to go.

We also are looking more to referrals for new business. We really feel high-touch relationships (referrals) are where some of our best business is coming from.

With Internet leads, the good news is that consumers are ready and willing to talk insurance, but their eagerness to share information and buy gives us pause about writing the business.

2. It seems like 2008-2009 was a watershed time for social networking for consumers, while a few insurance practitioners were getting ramped up on social networking. But by and large, there was fear and loathing of it. What do you see as the status (of opportunity and implementation) at the moment for independent insurance agents and social networking?

Agents are seeing the benefits. Just this week I downloaded and installed Microsoft’s add in for Outlook that meshes my Outlook Contacts with Facebook and LinkedIn. I created a separate contacts list for my clients. I couldn’t believe how many of my existing clients are on Facebook and LinkedIn. This is just another way we can reach out and touch and be real to these people.

Many agents are educating themselves about SM [social media] and just a sense of awareness leads them to acknowledge how productive and interesting social networking can be. I don’t see as many totally ‘dissing’ the idea as were 12 months ago — which is good since many were dishing because they simply didn’t understand or know about SM.

3. The insurance industry has long been known for collaboration and idea-sharing among peers, especially independent agents. What are your best sources and inspirations for branding, marketing communications, social networking, etc. within the industry?

My Twitter friends! Peeps like Pat Alexander, Steve Anderson and Laura Toops. The quick little tidbits of information and links that they and many other insurance agents share, specifically on Twitter, are most helpful to me.

4. Now a word from our sponsor. Tell us one thing that you learned at Aartrijk Brand Camp 2009, and how you have implemented it or changed your branding since then.

Collaboration needs to not only be between likes (agents to agents) — but also company people, brand marketing people, large agents, small agents, new agents, old agents.

I have been trying to network more and be more open to those who might do business differently from me. I have a lot to learn from my perceived competition. I’m paying more attention to trends and reading more about the insurance-buying public and trying to adjust our agency to catering more to the different age groups and how they want to do business.

Being able to meet in person many of the relationships that I have created by using Twitter and other social media tools was really worth the entire [Brand Camp 2009] conference. The synergy that was going on during the conference was fresh and new unlike any insurance trade conference that I have been to in over 15 years. I felt like I was attending my very first insurance systems users group meeting — which I did in 1987 when we started NUAS (National Users of AGENA Systems).

“On Point, with Peter van Aartrijk and Rick Morgan” is an audio conversation with insurance industry leaders who champion change and challenge all of us to think.

Linda Rey is a second-generation agent and owner of Rey Insurance in Sleepy Hollow, New York. Frank Rey founded the agency in 1978 to serve bilingual clients in the local community.

Linda discusses how she has incorporated the use of social media into the agency’s marketing strategy. For Linda, it was an “effective way to be present, visible, and increase awareness and exposure.”

This agency has made very effective use of video to put a human touch and project personality on their website. Linda states, “it is OK to show personality – it isn’t always about business.”

While it is important to have a solid strategy, Linda feels that having fun and enjoying what you are doing are keys to being successful an benefiting from the use of social networking.

You can also follow Linda Rey and Rey Insurance on Facebook, Twitter, and LinkedIn.

The podcast was published Monday, May 10, 2010. Run time is 20 minutes 9 seconds.

So, how does a large independent agency with multiple offices approach new marketing and communications opportunities on the social Web? They apply it first inside their own firm.

Peter and Rick spoke with two representatives in IT and communications at a forward-thinking independent agency, Holmes Murphy Insurance. Based in Des Moines, Holmes Murphy has 13 offices in 11 states, 500 employees, and 77 years in the market.

Cindy Adams and Lori Tapscott have taken the agency on a “very deliberate path” with social media. Lori and Cindy were part of a team that looked at social media and educated each other and established a policy.

The pair wanted Holmes Murphy to maintain a culture of collaboration on the agency’s Intranet. Each division in this large firm has specialty groups, and the key was to allow the communities to get together. The agency also uses an RSS feed and monthly newsletter, and keeps a presence on Facebook and Twitter. It also hosts video for testimonials and niche marketing.

Cindy was a contributor to the Agents Council for Technology policy guide for her fellow independent agencies as they go down the social media path.

The podcast was published Tuesday, April 13, 2010. Run time is 21 minutes 17 seconds.

Peter van Aartrijk

Check out what might be dubbed a “Beginner’s Guide to Social Networking in Insurance.” It’s an audio podcast published by Insurance Journal featuring Peter van Aartrijk, managing director, and Rick Morgan, senior associate of Aartrijk.

Noted van Aartrijk in the podcast: It’s becoming urgent for independent agency owners to experiment with social networking, if they’re not already. Some agencies are using social networking portals as a way to do business.

“What they [independent agents/brokers] do — dispense advice, solve problems … It’s incredibly important what they do,” commented van Aartrijk in the podcast. “This new social media … is incredibly powerful to really bring to light what they do.”

Check out the podcast, Agency Management Done Right, Episode 2: Social Media, at: http://www.insurancejournal.tv/videos/2434/

The “Agency Management Done Right” audio podcast is hosted by Mitch Dunford of Insurance Journal and explores insurance agency management.

April 30, 2009

Peter van Aartrijk discusses the social Web with Mike Wise of IdeaStar.

Agent Web sites are an agency owner’s “busiest storefront” — or at least they can be.

That’s one of the thoughts that Peter van Aartrijk, managing director of Aartrijk, shared during a recent podcast with Mike Wise of IdeaStar. In one of Mike’s “InsuraTech” audio podcasts, Peter discussed the social Web, agent Web sites, and how they can work together for an agency:

– The social Web is “not something to be feared. It’s something to be leveraged.”

– “You’re either LinkedIn or locked out.”

– “We like to think of the Web site as the busiest office for the agency … their busiest storefront.”

–  ”I’m worried about the calls agencies aren’t getting” because their Web sites cannot be found by people who get a word-of-mouth referral to the agency and then search for the agency via a search engine.

– “Convert that knowledge [of dispensing advice to consumers about risk management] … into text on a blog.”

– ”There’s a lot of general information out there. But what we bring to the table is the knowledge of how agents andd brokers and carriers can take advantage” of social networking.

Check out the podcast at: http://tinyurl.com/clmo5.

Or visit: http://blog.insurance-technologies.com/2009/04/insuratech-podcast-episode-28-peter-van-aartrijk-on-agent-websites-a-conundrum/

April 30, 2009