Bolton & Company Anchors its Growth Strategy on Client Engagement

Traditional marketing activities supplanted by championing clients

Pasadena, CA—Bolton & Company, one of the nation’s largest employee-owned insurance brokers, is putting client engagement at the heart of its growth strategy with the creation of its Client Experience Organization and the hiring of Lisa Markus as Vice President of CX.

“Any best-in-class company cares about client satisfaction,” said Bolton President and CEO Steve Brockmeyer. “What makes Bolton different is that we are making a commitment to move away from traditional marketing activities and use every available opportunity to champion our clients and the causes that are important to them and us. The result is that we both succeed.”

Lisa Markus, Bolton’s Vice President of Client Experience

Lisa joins Bolton after three and a half years as Corporate Communications Director at Farmers Insurance and 10 years as a senior consultant at Hewitt Associates. Her deep commitment to clients is driven by a track record of service in Diversity & Inclusion, including holding advisory board member positions for the American Institute for Managing Diversity and LA Diversity Council, where she was a long-time chair of the events committee. While at Farmers Insurance, she helped launch the enterprise wide D&I initiative, establishing the company’s first enterprise diversity council and launching five new employee resource groups.

“I am so proud of the men and women who have the courage and grit to successfully grow businesses in the United States—they are truly the backbone of the economy and make it possible for myself and others to have jobs,” Markus said. “It’s my responsibility and my privilege to champion who they are, what they are doing, what impact they are having on the country’s economy, clearing the obstacles to their success and providing our support for their growth. Anything else is a waste of marketing dollars.”

To that end, Bolton is partnering with Inavero, a leading provider of client satisfaction surveys and service quality research, to launch a CX platform. This initiative will empower Bolton to actively listen to its client base, increase its responsiveness to client needs and pinpoint opportunity to support their growth.

“It’s exciting to see organizations like Bolton & Company so committed to service quality and client satisfaction,” said Eric Gregg, Founder and CEO of Inavero. “We’re thrilled they have chosen the Inavero survey platform to support the health of their client relationships and their company overall.”

About Bolton & Company: As one of the nation’s largest employee-owned insurance consultancies, Bolton & Company champions the men and women with the courage and grit to grow their business, nonprofit, school and dream. Since 1931, we’ve stood shoulder to shoulder with our clients—brokering insurance, employee benefits, technology and strategic solutions—to protect, grow and strengthen what’s most important to them personally and professionally.