Customer Experience Tips

Strangers No More: Flipping the Script on Borrower Retention

May 22, 2025 Let me start with a confession. Last week at church, a guy walked up to me with a huge grin....Read More

Hunting the Golden Eggs: Finding Opportunity in a Scarce Mortgage Market

April 16, 2025 I realize this will make me sound like an “old man,” but it must be said: Today’s Easter egg hunts...Read More

Elevate Your Mortgage Journey from a Service to an Experience

March 20, 2025 I was in Las Vegas recently and had the pleasure of dining at Delilah, a swanky eatery inside the Wynn...Read More

Avoid a Mortgage Nightmare: Evaluate and Elevate Your Customer Experience

February 25, 2025 Imagine owning a restaurant, pouring all of your time and effort into it for years, then having someone come in,...Read More

The Case for CX ROI: Seven Ways CX Can Boost Your Bottom Line

January 16, 2025 I’m planning a wine-tasting trip to the Santa Ynez Valley, made famous in the movie, “Sideways.” I love touring wineries...Read More

Recipe for Success in 2025: LO Behaviors Proven to Generate Referrals

December 12, 2024 My wife mentioned to me the other day that there was some pudding in the fridge with my name on...Read More

How LOs Are Using Soft Skills to Stay a Step Ahead of AI

October 22, 2024 Yesterday, I woke up to a low, rolling rumble. It was the laundry kicking on from a timer my wife...Read More

Shopping for a Home Loan: A Consistently Inconsistent Experience

September 26, 2024 One day while sitting at a quaint cafe in Italy, I noticed a husband and wife walk in. He was...Read More

Overcome Mortgage Miscues Like an Olympic Champion

August 14, 2024 Imagine training your whole life to compete at the Olympic level, finally achieving that goal, then showing up at the...Read More

Shark Proof Your Business for the Next Refi Wave

July 17, 2024 I had a near-death experience once that I’ll never forget. Of all the places one could end up after college,...Read More

Horses to Headsets: The Evolving Model of Mortgage Success

June 4, 2024 I sometimes wonder where I’d go first if I had a time machine. Maybe I’d go back to 1952 and...Read More

CX Lessons From Disneyland

May 9, 2024 I was about five years old when I first experienced the magic of Disneyland. It’s hard to overstate the excitement...Read More

An LO’s Guide to Creating Unexpected Delight for Borrowers

April 16, 2024 Last week, I stayed at a Marriott hotel in the West End of Washington, D.C., one of the nicer neighborhoods...Read More

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