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The Internet is becoming less about pushing information out and more about interactivity. With this shift, New York Life, the largest mutual life insurance company in the US, had to pivot their content model. They had to start thinking about what their customers wanted before they were ready to buy.
Embracing education first and leads second.
In our webinar with New York Life’s Erin Smale (CVP of Web Strategy and Development), Erin pushed the idea of creating a trust relationship by becoming a resource to customers. “A hard sell on the web was not the way we wanted to go. It’s important to me that our customers view our content as a resource that gives them the information they want.”
Their 2012 redesign focused on this new model:
They restructured their homepage’s top navigation to focus on providing answers for life events, life stages, planning for the future — all things their audience will be actively looking for rather than just purchasing life insurance. They began segmenting their audience and content based on keywords and page-level SEO.
We need to let go of a sole focus on product and begin looking to the consumer. What does your consumer look for in your industry? How does your consumer search? What will make your consumer keep coming back?