Customers: Job #1 Have you ever wondered why every Target you walk into has a familiar feel to it? The company goes to great lengths to achieve that consistency because familiarity boosts our confidence and trust in a brand. Achieving this singularity in service is easier said than done, especially in mortgage lending. “The experience may differ greatly from one loan to another, based on cultural differences from one branch to another or one channel to another,” says STRATMOR MortgageSAT Director Mike Seminari. “To achieve consistency in customer experience, you need two things; a clearly stated set of cultural values and employees who buy into those cultural value.” Seminari outlines three action items as he answers the question “Is Consistency in Customer Experience Achievable Across an Organization?” in his June Customer Experience tip.
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