This post was written by Josina Garnham, Foster’s Experiential Learning Manager for the Undergraduate program.
What do a gecko, a caveman, and a charismatic woman named Flo all have in common? Each is trying to sell you home, car and life insurance. Liberty Mutual Insurance has not opted for this approach, despite industry research demonstrating them to be a “laggard brand.” Should Liberty Mutual adopt a new marketing scheme or are there better alternatives to position them in the market for long-term customer retention?
The Foster School of Business partnered with Liberty Mutual on the development of a customized business case as part of a capstone course for graduating seniors (Management 430). The case centered on how Liberty Mutual might attract new customers and how to maintain customer lifetime value (i.e. the longer the company can retain a customer the higher the profit margins.) On November 21st, twenty-seven teams provided formal presentations on their recommendations to these critical issues to professionals, including a number of loyal alumni, and senior leaders from the company.
Strategy Consultant for Liberty Mutual, Rory Barratt “was impressed by the depth of analysis the teams were able to deliver given the short turnaround time of three weeks and felt there were many actionable insights that Liberty Mutual could use to reassess their strategic positioning.”
The insurance ad wars began in earnest in 2006 with Liberty Mutual’s competitors spending an average of two-to-three times more on advertisements featuring quirky characters. Current target customers for Liberty Mutual tend to be the parents and grandparents of today’s college students. The student’s recommendations included how the company can expand market share with new products and new customer bases – including Gen Y. The winning team: Jagger Beato, Woo Chan Lee, Jose Pena-Rodriguez, Janet Yang and Michelle Zhou proposed that Liberty Mutual shift their marketing resources, look carefully at product bundling, and renew their focus on mobile and web traffic.
The Case Competition provides students with tremendous learning opportunities: applying analytical frameworks, teaming and leadership skills, and exemplary presentation skills. For Michelle Zhou, the biggest lesson from the competition was “that effective teamwork is not only about cooperating with the rest of the team, but also about challenging each other’s ideas to improve and innovate…All of the team members constantly played the ‘devil’s advocate’ to further challenge and improve upon our original ideas. This strategy prompted us to dive deep into our recommendations and prepare for ways to defend for our (ideas) during the final presentation.”
From Janet Yang’s perspective, “the biggest take-a-way from participating in the case competition is the importance of understanding a company’s values and culture…We were able to come up with our recommendations to align with the company’s needs.”
One of the key benefits for both students and companies who engage with the Foster School on the Strategy Development Case Competition is the opportunity to meet one another in a high-performance environment. Conversations over the informal networking lunch included discussions about career paths, learning about full time and internship opportunities at Liberty Mutual, and the buzz of anticipation surrounding the announcement of teams who would advance to the semi-finals and final rounds.
As a senior transitioning to the professional world, Woo Chan Lee believes “this experience will strengthen my ability to work in teams, especially in the areas of delegating tasks and communicating through-out a project… I’ve learned the process of conducting industry/market research and the importance of balancing (the) company’s interest with potential recommendations that I will be making in any professional setting.” Barratt amplified this point from a business perspective by saying “the presentations themselves were of high quality and the students should feel confident that the skills they have built as a part of this case competition will serve them well as they enter the world of work in the near future.”
After congratulating the winning team, Tom Troy, Executive Vice President of Regional Operations, West at Liberty Mutual was impressed by the “level of engagement we encountered. It exceeded our expectations and left us longing for more opportunity to hear and see the students engage with our business opportunities. The energy level was fantastic and the insights into our business problem proved to be both authentic and inspirational.”
To learn more about undergraduate case competitions, visit the Foster School website.