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Customer Experience Tips

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

Use CX to Quarterback Your Team to Success in 2022

February 16, 2022 25 years ago, Tom Brady and I were both taking snaps for our respective high school football teams. One could...Read More

Purchase-Centric Habits Are Key to Success in 2022

January 31, 2022 Did you write down New Year’s resolutions for 2022? If you’re like me, resolutions can be a bit of a...Read More

How Can Lenders Tap into Their “Grinch Energy” for a Spectacular 2022?

December 8, 2021 I have a “Grinch” t-shirt that I wear around the holidays. People assume it’s because I don’t like Christmas, but...Read More

How Can You Move From Chaos to Order in Your CX Strategy?

November 16, 2021 Move over Rocket Mortgage (formerly Quicken): there’s a new customer experience sheriff in town and its name is Guild Mortgage!...Read More

What Can Banks Do to Win Back Market Share?

October 21, 2021 Is it just me, or does 2010 not seem like that long ago? We had the iPhone 4 in our...Read More

How Can Lenders Create a Winning Culture?

September 20, 2021 There’s a saying in college football: “Good records tend to follow good coaches.” Take Nick Saban, for example, who had...Read More

Preparing for the Shift to a Purchase Market

August 11, 2021 The mortgage industry has been making lemonade out of lemons for quite some time now. The lemons arrived in boat...Read More

Competing for “Raving Fan” Mortgage Borrowers

July 19, 2021 Have you ever seen the television show, American Ninja Warrior? It’s one of those thrilling-yet-agonizing competition shows where contestants race...Read More

Is Consistency in Customer Experience Achievable Across an Organization?

June 18, 2021 Have you ever wondered why every Target you walk into has a familiar feel to it? Whether you are in...Read More

How Important Is an Initial Needs Checklist?

May 14, 2021 My wife likes to tell the story of how we first met, which culminates in a teeter-totter moment of decision...Read More

What Can Lenders Do to Retain More of Their Servicing Portfolio?

April 13, 2021 When a borrower completes the mortgage loan process, there is a strong chance that they will have positive feelings about...Read More

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