Customer Experience Tips

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

Grow Revenue in the Fertile Ground of CX

March 14, 2024 One of my favorite things about my wife is that whenever something in our house breaks (like our AC unit,...Read More

The Next Mortgage Frontier: Attracting and Engaging Gen Z

February 21, 2024 The other day at the grocery store, I overheard someone mention the name Tom Cruise, only to have their teenage...Read More

Fresh Ideas for LOs Looking for Better Results in 2024

January 17, 2024 At least once a year, usually around Groundhog Day, I think about the enduring comedic genius of Bill Murray and...Read More

What Are Top-Tier Originators Doing to “Wow” Their Borrowers?

December 12, 2023 I recently drove past a little Greek restaurant that I used to patronize from time to time. It was good,...Read More

Top Three CX Lessons That Will Drive Success in 2024

November 15, 2023 I recently got to watch my four-year-old daughter, dressed up as a turkey, sing songs about Thanksgiving with all her...Read More

Always Be One Thought Away for Your Borrowers

October 24, 2023 There’s this song lyric I’ve always loved: “An elephant’s memory’s a curse and a blessing / And you’ll always be...Read More

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

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