Customer Satisfaction and Insurance Term Paper

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Liberty Mutual.

Evaluate their product mix, features, prices, distribution and financial performance information

• Identify 2 strengths and two weaknesses for each brand

• Recommend at least two ways that Liberty Mutual can improve sales and profitability for its car insurance business.

Please could you add another weakness for Geico

Expand more in Liberty Mutual

Add and compare prices for both.

And include features

Auto insurance isn't the easiest thing to understand and when choosing which insurance to go to, it is hard to find which company is best suited for you. Geico and Liberty Mutual are two of the biggest names in insurance. Both companies are widely trusted. In order for one to pick an insurance to go with you must evaluate their features, product mix, discounts, services and customer rating that benefits and matters most to you.

Geico

GEICO was founded in 1936 and is the second-largest private passenger auto insurer in the U.S. The headquarters are in Washington DC. Its success is all due to its low rates, great service and strategic marketing. They are all about saving and have a variety of discounts to help individuals save as they have over 600 organizational affiliations that help people save as much as they can. When looking up their website, Geico is very easy to navigate. Customers are persuaded and attracted to the many options they can choose from, the constant customer service help enables individuals to trusting and feeling comfortable with their car insurance. GEICO does this perfectly leading to a 97% customer satisfaction rating as there is a 24/7 customer service with a licensed agent at all times. They have a strong marketing strategy with unique adverts and catchy phrases such as "if you want to save 15% or more on car insurance, you switch to GEICO.

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It's what you do."

GEICO has 7 operating principles that help create a successful workplace

1. Respect, support and provide opportunity to all associates

2. Low-cost provider

3. Fanatics for outstanding customer service

4. Maintain a disciplined balance sheet

5. Operate with uncompromising integrity

6. Make an underwriting profit while achieving optimum growth

7. Invest for total return

Strengths

• Low rates

• High profitability and revenue

Weaknesses

• Competitive market -- Several auto insurance companies are challenging Geico

• A total lack of interaction with communities: for example, Geico could co-sponsor fundraising events with community nonprofits that help the homeless or veterans' groups

• Geico has very few actual agents in offices around the U.S.; most of their marketing is based on television commercials; they need face-to-face real people to help with marketing

• Geico's bizarre, sometimes outrageous TV commercials could potentially offend people

Liberty Mutual

Liberty Mutual was founded in Boston in 1912 Liberty Mutual. They are known to provide broad, useful and competitively-priced insurance products and services. This insurance company has a widespread presence and services 900 locations across 5 continents. However, it can be a costly option for customers, relative to other companies.

Liberty Mutual's operating principles that help create a successful workplace

1. Behave with integrity

2. Treat people with dignity and respect

3. Attract, Develop and engage talent

4. Deliver an exceptional customer service

5. Continuously improve and innovate

6. Execute thoroughly and seek excellence

Strengths

• High service quality leading to a helpful customer service

• It has a strong financial background therefore it provides stability

Weaknesses

• Expensive car insurance costs

• They need to expand their commercial market

• Uncoordinated communication between reps, leading to unintentional rate increases.

Recommend at least two ways that Liberty Mutual can improve sales and profitability.....

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