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	March 23, 2009 Case Study: Customer Centricity Drives Esurance’s eBusiness Strategy by Chad Mitchell with Benjamin Ensor, Courtney Tincher	Average: 9  (1 rating)

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Executive Summary

Over the past decade, US direct insurer Esurance has survived the dot-com bubble while carving out a growing share of the auto insurance market. The firm established itself as a viable challenger brand to direct insurance Goliaths GEICO and Progressive Casualty Insurance Company through its customer-centric culture, strategy, and operations. Esurance is a recognized leader in Web site customer experience and has increased its market share of online quotes, premiums, and brand awareness. Along the way, Esurance has relied on consistent execution of several eBusiness good and best practices in marketing, sales, and service.

TABLE OF CONTENTS

• Customer Centricity Molds Culture, Strategy, And Operations
• Esurance Executes A Stable Of Multichannel Good And Best Practices
• Results: Esurance Increased Premiums And Awareness In A Brutal Market

WHAT IT MEANS

• The Lessons Learned From Esurance
• Related Research Documents

This is an excerpt

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