This case explores the tradeoffs between product personalization and simplicity as companies grow. The case presents an opportunity to understand whether and how each of these approaches enables and/or limits companies’ abilities to provide customer satisfaction while being efficient in their operations. In October 2018, Allianz was one of the world’s leading insurers and asset managers with 103 million retail and corporate customers in 70 countries. It was one of only two insurers to rank amongst the world’s 50 strongest brands in 2017, a sign that the company’s customer-centricity approach drove value and resonated with clients. Allianz’s ambition was to reach the top 25 brands in Interbrand’s ranking by 2025. For the insurer, the key to success was to focus on simplicity—reducing the complexity of products and processes in order to create a more unified customer experience. However, such a move did not align with current trends in insurance markets, where Allianz’s main competitors had opted for hyper-personalization. Furthermore, a strategy focused on simplicity implied a radical move in certain key markets where Allianz had traditionally offered a large diversity of products. Was simplicity the right strategy? Would Allianz be able to embrace customer needs successfully within and across markets while simultaneously growing its business?
We test whether politicians can use direct contact to reconnect with citizens, increase turnout, and win votes. During the 2014 Italian municipal elections, we randomly assigned 26,000 voters to receive visits from city council candidates, from canvassers supporting the candidates’ party list, or to a control group. While canvassers’ visits increased turnout by 1.8 percentage points, candidates’ had no impact on participation. Candidates increased their own vote share in the precincts they canvassed, but only at the expense of their running mates. This suggests that their failure to mobilize nonvoters resulted from focusing on securing the preferences of active voters.
Teaching Note for HBS Case No. 421-044. In 2020, Michael Phelps, the most decorated Olympian of all time, with 28 medals in various swimming events, was now retired. As he looked back on his 20+ year athletic career, he considered what had gone into making him the greatest of all time—the highs and lows, successes and struggles. He had lived with mental health issues for much of his life, going public with his struggles in 2015, when he talked about his depression and suicidal thoughts. Mental health was a major focus for Phelps in 2020. He was working on removing the stigma associated with mental health issues, improving access to care, and preventing suicides. But as a professional athlete who was used to the rigor and routine of daily workouts and measurable goals, how could he ensure he was having the greatest possible impact in this new mission?
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Vincent Dessain, a Belgian national, is the Executive Director of the Europe Research Center (ERC). Vincent has extensive management and business education experience. He is a co-author of two books in finance, a book chapter on intercultural management and a co-author of a wide variety of articles in academic journals, case studies and course development notes (cases can be found on www.hbsp.harvard.edu or here). He is a frequent guest speaker invited by academia, business and government to speak on topics in management and education.
Prior to his appointment at the Europe Research Center, he was Senior Director of Corporate Relationships at INSEAD in Fontainebleau and elected as the representative of the INSEAD administration on the School’s Board of Directors. Earlier in his career, Vincent has been active as a management consultant with Booz-Allen & Hamilton in New York and Paris. His field of consulting was international market entry strategies, financial products, strategy, negotiation and implementation of cross border alliances, financial restructuring, mergers and acquisitions. He has also been active as a Foreign Associate with the law firm Shearman & Sterling in New York in Banking and Finance and as an Advisor to the President of the College of Europe in Bruges, Belgium.
Vincent speaks five European languages (French, English, German, Dutch and Italian). He holds a law degree from Leuven University (Belgium), a Business Administration degree from Louvain University (Belgium), an MBA from Harvard Business School (Boston, USA), and a PhD in management and communication from Université Paris VIII, France, on corporate social responsibility.