CX: The Mortgage Market’s Untapped Revenue Opportunity
September 19, 2023 When I was a kid back in the 80s, I remember praying every night that I would win the $1,000...Read More
Happy Employees, Happy Customers: A Page From a Fast-Food Giant’s Playbook
August 18, 2023 Have you ever had to explain a word or phrase to someone and, in doing so, went through your own...Read More
Motivate Your Mortgage Team to CX Excellence
July 18, 2023 The other morning, my two-year-old daughter was refusing to eat her breakfast. Normally, we would just save it for her...Read More
Mortgage Originators’ Guide to Success in the Age of AI
June 22, 2023 The future is coming into focus more and more each day. Pretty soon, our cars will all drive (maybe even...Read More
Drive More Revenue by Rethinking Your Mortgage Broker Relationships
May 18, 2023 This past weekend, I found myself eating a melting protein bar in a hot, crowded, outdoor venue that smelled vaguely...Read More
Strategic Moves for Long-Game Mortgage Success
April 18, 2023 Have you ever heard this Warren Buffett quotation? "I'm not concerned with the noise because I'm playing the long game."...Read More
Score a CX Victory Over Last-Minute Loan Volatility
March 14, 2023 In a year and an industry when every month seems to produce its own variety of madness, there’s something settling...Read More
How to Preserve Mortgage Borrower Delight on a Bumpy Loan Road
February 17, 2023 As I was turning onto a highway on-ramp the other day, the front left corner of my car dropped and...Read More
How Can Lenders Thrive in a Post-Meltdown Mortgage World?
January 22, 2023 I’ve been binge-watching the final season of The Walking Dead lately and thinking about the crossroads at which the show’s...Read More
The Mortgage Originator’s Wish List: A Lender’s Guide to Giving
December 14, 2022 As we were putting up Christmas decorations this year, I came across a binder filled with Santa letters I had...Read More
How Can Mortgage Originators Improve Their Communications Skills?
November 15, 2022 I heard a loud crash in the kitchen the other day and walked in to find my one-year and three-year-old...Read More
How to Play the Long Game in Mortgage Originations
October 19, 2022 October has long been my favorite month, partly because it’s the season of apple-picking, pumpkin spiced donuts and trick-or-treating. But...Read More
Customer Experience on the Front Lines: Turning Vision into Action
September 23, 2022 Typing this from 30,000 feet on my fifth flight of the week, I suppose it is only natural that the...Read More
