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Customer Experience Tips

mortgage loan originators can gain better NPS scores through better communications with borrowers

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
Aaron Judge success teaches mortgage originators how to win the long game.

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
mortgage lenders need to create a vision for front line mortgage staff focused on the customer experience.

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
Mortgage lenders need to bravely climb the rocky cliffs of improving the customer experience in a down market

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
mortgage originator survival kit badge

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
Mortgage Loan Originators Can Empathize with their Borrowers.

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
mortgage employees celebrate a good employee experience.

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 and Invest in CX

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

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 a key for mortgage lender success in 2022

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
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