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Retention Through Experience in a “Switch & Save” World

Ben Grossman, Jack Morton Worldwide and Jenna Lebel, Liberty Mutual Insurance

A low interest category. Frenetic messaging. Commoditized offerings. Price sensitive consumers. Low loyalty. The insurance category boasts all of these unenviable dynamics. In this session, Jenna Lebel, from Liberty Mutual Insurance, and Ben Grossman, from its agency Jack Morton Worldwide, will discuss how the 100+ year-old mutual company is working to increase customer retention by claiming a role before and beyond the claim. Leveraging research, experience design, and content creation, Liberty is helping customers know more and worry less through one of its newest customer experiences: MasterThis.

Related Conference:

Spring 2017 Board of Trustees Meeting: Customer Experience Beyond the Hype

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