Surprise & Delight, Liberty Mutual

Role: Sr. Specialist/Associate Program Manager

Company: Liberty Mutual

Goal: Provide unexpected, yet delightful experiences to customers on social media to celebrate brand advocates and increase positive sentiment.

Strategy: Working with legal, the creative team and customer service teams, we developed insurance-relevant care packages to surprise customers interacting with us on social media. Company-branded premium gifts included items for those with home and auto policies (LuminAID solar lanterns and Secur power banks). Many customers returned to social media positively responding to the customer experience, which went beyond an internet interaction and ended with a personalized card and useful gift.

Execution Role and Contribution

  • Program manager
  • Lead trainer, best practices manager
  • Liaison with Legal, creative department and customer service supervisors
  • Generated analytics and insights reports

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