Designing Loyalty: Where Conversion and Relationship Marketing Meet

Frank Pallini was nervous. Liberty Mutual insured his car and home. But his auto insurance policy was getting expensive. “Liberty Mutual can insure my home, but I’ll save $1,000 right now if someone else insures my car.” He wanted to save money, so he did what most would do. He made the switch. Liberty Mutual wasn’t happy. They expected, no, demanded loyalty from their customers.Read the full article