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Mobile technology is everywhere today and, seemingly, most people seek customer engagement through those channels.
At Guardian Life Insurance, that is a reality that has not gone unnoticed.
Loyalty360 spoke with Kimberly Delaney, vice president of client engagement; and Beth Wood, vice president and chief marketing officer of individual markets, to find out more about the company’s mobile and social strategies.
“The evolution of mobile technology has revolutionized the way we must think about the form and function of our communication,” Wood said. “Our customers need and want functionality at their fingertips and to meet this need, Guardian recently launched a new mobile App that allows our customers to manage the most common activities associated with their policies and accounts. Having this information at their fingertips, rather than filed away in a drawer that’s long been forgotten, helps our customers stay on top of their accounts, with the confidence to know they can easily access and manage this important information when necessary.”
At Guardian, the customer is at the center of everything the company does and building a relationship with their clients is a priority that is championed from the CEO, Deanna Mulligan, to the front-line associates. “Listening to customers is an integral component of our operating model,” Delaney explained. “Customer feedback is reviewed daily and discussed at our monthly operating reviews with executive leadership.”
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