Loyalty360 Presents Guardian with CX Awards for Most Customer-Centric Culture, Best Measurement in Customer Experience and the Silver 360-Degree CX Award
The Guardian Life Insurance Company of America® (Guardian), one of the nation’s largest mutual life insurers and a leading provider of employee benefits, received numerous 2015 Loyalty360 CX Awards. The awards were presented at the 2015 Engagement & Experience Expo in Dallas, TX, where major bands and marketing professionals gathered to discuss insights, best practices and innovations surrounding the customer experience and engagement. During the Loyalty360 CX Awards, Guardian was honored with the Platinum award for most Customer Centric Culture, the Gold award for best Measurement in Customer Experience and the overall 360-Degree Sliver CX Award for tremendous achievements across every category.
“Guardian proved to be at the top of its class in several categories,” said Mark Johnson, CEO of Loyalty360. “After the votes were tabulated from a large group of peers, who recognized the brand’s achievements measuring and impacting the overall outcome of customer experience initiatives, we were proud to present Guardian with these awards.”
Hosted by Loyalty360, the 2015 CX Awards honored brands that use innovative engagement strategies to build loyalty, offer an exceptional customer experience, and empower employees. Over 100 brands submitted to the awards, which highlighted achievements in six categories.
Within the measurement category, Guardian was recognized because of its multivariate statistical analysis that uncovered relationships between feedback, behavior, operational service metrics and demographic data. This helps Guardian regularly discover weekly trends and statistical relationships that determine causal relationships between service experience, product, pricing, and more. These powerful statistical tools prove correlations that can gauge and predict customer needs.
“At Guardian, customer-centricity means putting the customer at the center of everything we do. We analyze every decision, strategy, investment, and initiative to enhance all interactions. We have advanced from focusing mainly on analyzing data, to analyzing the impact of the emotional connection with the customer,” stated Kim Delaney, Second Vice President, Head of Operations, Business Services and Operational Excellence for Retirement Solutions at Guardian.
Guardian also won the Platinum Customer-Centric Culture award for its commitment to meet clients’ needs how, when and where they prefer. Guardian’s Customer Experience program also forms a critical component of day-to-day business. Guardian’s philosophy is to build relationships, not just provide a product or service. Furthermore, customer needs inform everything from service models and technology investments, to product innovations and more.
About Guardian
The Guardian Life Insurance Company of America® (Guardian) is one of the largest mutual life insurers, with $6.8 billion in capital and $1.3 billion in operating income in 2014. Founded in 1860, the company has paid dividends to policyholders every year since 1868. Its offerings range from life insurance, disability income insurance, annuities, and investments for individuals to workplace benefits, such as dental, vision, and 401(k) plans. The company has approximately 6,000 employees and a network of over 3,000 financial representatives in more than 70 agencies nationwide.
For more information visit: www.GuardianLife.com.
About Engagement & Experience Expo
Engagement & Experience Expo is a forum to openly discuss customer, brand and channel challenges and solutions. Discover how to optimize the customer experience at all touch-points and increase the impact of engagement throughout the customer lifecycle. For more information visit: http://www.engagementexpo.com/Home
About Loyalty360
Loyalty360 is an unbiased, market driven, voice-of-the-customer focused clearinghouse and think-tank that is committed to bringing customer loyalty to the forefront as a critical marketing strategy. A trusted source for cutting-edge research, best practices, and networking opportunities, Loyalty360 gives members the expert insights and guidance they need to better understand loyalty and develop programs that effectively engage their customers and employees and build stronger relationships with them.
For more information visit: http://www.loyalty360.org