Behind the scenes of Guild’s “customer-for-life” strategy

December 12, 2024

This week on the Power House podcast, Diego chats with industry veteran and Guild Mortgage CEO Terry Schmidt. Terry joined Guild in 1985 and she stepped into the CEO role in 2023.

Terry and Diego talk about Guild’s proprietary AI system, Guild IQ, and how Guild’s recent acquisitions are a step toward growing their reverse presence. They also talk about how they’re managing through a high-rate environment while keeping up with their customer-for-life strategy, and high employee retention through company culture.

Here’s what you’ll learn:

Guild Mortgage has a strong focus on finding cultural fits during acquisitions.
They aim to provide a comprehensive customer experience throughout the entire homeownership journey.
Listen to your employees, even when you might not like what you hear.
Guild is expanding their reverse mortgage channel.
The Hispanic community is a key target for future homeownership initiatives.
AI integration is enhancing Guild’s origination processes and customer service.

Related to this episode:

The Power House podcast brings the biggest names in housing to answer hard-hitting questions about industry trends, operational and growth strategy, and leadership. Join HousingWire president Diego Sanchez every Thursday morning for candid conversations with industry leaders to learn how they’re differentiating themselves from the competition. Hosted and produced by the HousingWire Content Studio.