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
A CX Strategy to Put the Odds Ever in Your Favor
August 17, 2022 When the movie “The Hunger Games” came out back in 2012, I remember thinking to myself, “This is very intriguing....Read More
The LO Survival Kit 2022
July 19, 2022 I often wonder how I would fare on one of those survival shows. It’s exciting and empowering to watch guys...Read More
How Can Originators Empathize with Their Borrowers?
June 20, 2022 Not long ago, my wife let me know she was having a particularly challenging day with our one- and three-year-old...Read More
Employee Engagement and the Customer Experience
May 25, 2022 My stomach lurched. The woman next to me gasped and then held her breath; the man across the aisle from...Read More
Are Originators Looking in the Right Places in the Hunt for New Business?
April 18, 2022 One of my favorite memories of childhood is my first Easter egg hunt — in no small part due to...Read More
Keep Singin’ in the Down-Market Rain: Invest in CX
March 21, 2022 Many of us have heard the adage, “Make hay while the sun shines.” In other words, take advantage of the...Read More
