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Article Library


CX Lessons From Disneyland

I was about five years old when I first experienced the magic of Disneyland. It’s hard to overstate the excitement and wonder I felt, ...
What can “Disney magic” teach lenders about curating unforgettable experiences for mortgage borrowers?

Amplify Your Vision to Illuminate Business Opportunities and Risks

Picture it: Texas, 1998. A young analyst pulls into the parking deck just as the sun peeks over the horizon. BlackBerry and flip phones ...
Mortgage lenders must be willing to take a deeper look at the data to uncover the real insights that can help move a company forward.

An LO's Guide to Creating Unexpected Delight for Borrowers

Last week, I stayed at a Marriott hotel in the West End of Washington, D.C., one of the nicer neighborhoods in the city. And ...
What does it take to exceed expectations and delight borrowers in 2024?

Parrying the Pitfalls of Process Improvement

This month, I sat down with fellow STRATMOR Principal Jennifer Fortier to wade into the murky waters of process improvement. Successful execution of process ...
Dispelling the myth that there can be only one perfect process to achieve a desired result.

Grow Revenue in the Fertile Ground of CX

One of my favorite things about my wife is that whenever something in our house breaks (like our AC unit, our refrigerator, or our ...
Where can mortgage lenders best spend money to make money in this market?

Step into Our Office: Couples Therapy for Lenders and Vendors

When you fly as much as I do—many of our readers are frequent flyers too—you sometimes hit the bottom of the barrel for things ...
STRATMOR is helping mortgage lenders and industry vendors imagine a world where communication is fluid between the two groups and produces effective solutions.

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