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Article Library


It’s Inertia, and It Can Kill Your Mortgage Business

“Objects remain at rest or stay in motion unless acted upon by an outside force.” —Newton’s First Law of Motion. Inertia affects us all, ...
To break inertia in the mortgage industry, lenders will need to be the force that acts.

CX: The Mortgage Market’s Untapped Revenue Opportunity

When I was a kid back in the 80s, I remember praying every night that I would win the $1,000 Toys ‘R’ Us sweepstakes ...
In the mortgage industry, customer experience is an untapped revenue opportunity.
CX, Strategies

In the Battle for Borrowers, the Employee Experience Matters

“Be thankful that many people don’t care that much … it makes it that much easier to succeed when you DO care.” —Me, circa ...
In the battle to get and keep mortgage borrowers, a lender's employee experience matters greatly.

Happy Employees, Happy Customers

Have you ever had to explain a word or phrase to someone and, in doing so, went through your own learning (or re-learning) process? ...
Mortgage lenders may want to take a page from the Chick fil A playbook on how to elevate the customer experience by creating positive employee experiences.

Sales Compensation: Do You Get What You Pay For?

Back when I was a working loan officer (LO), some 30 years ago or more now, we had a saying: you get what you ...
There is push and pull in mortgage lending as loan origination costs are at an all-time high and sales account for more than half this expense.

Motivate Your Mortgage Team to CX Excellence

The other morning, my two-year-old daughter was refusing to eat her breakfast. Normally, we would just save it for her next meal, but this ...
Motivate mortgage team members to excellence in customer experience with recognition, compensation, and through competition.

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