Abstract
Along with his team, Sibtain Jiwani designed a website and an application to compare the features and benefits of broadband and various financial products, including banking and insurance offerings. The platform aimed to enable consumers to make informed purchase decisions through an easy-to-use interface. Smartchoice partnered with several financial companies and received a strong customer response. However, two of its product lines, broadband and banking products, did not perform as expected. As Smartchoice emerged as a pioneer and leading brand in selling insurance products online, competition intensified. The business had relatively low entry barriers and, as a technology-based business, did not require substantial capital investment. As a result, several competitors entered the market. Sustaining competitive advantage, leveraging technological capabilities for growth, collaborating with network partners to enhance customer satisfaction and loyalty, and responding to increasing competition posed significant challenges for Smartchoice. These challenges raised questions about its continued market leadership, long-term survival and ability to sustain its position as a pioneer brand.
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