Insights Article Library

Creating a Customer-Centric Culture in a Brave New World

Share this...FacebookTwitterLinkedinThere’s a famous quotation from Socrates about change that speaks to where business, and the mortgage industry in particular, is today: “The secret ...
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Walking the Tightrope: Servicing Through COVID-19

Share this...FacebookTwitterLinkedinAs the clouds of the COVID-19 storm continue to roll, one of the areas of the mortgage industry that will take a big ...
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Pipelines and Pandemic: Managing Through the Virus-Driven Storm

Share this...FacebookTwitterLinkedinThere’s no doubt that the mortgage industry is feeling the effects of the COVID-19 coronavirus. Even as the Fed cut its benchmark interest ...
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What I Learned About Passion, Purpose and Persistence in Santorini, Greece

Share this...FacebookTwitterLinkedinIn 1982, I saw a movie filmed in Santorini, Greece. The movie wasn’t my favorite — I only saw it once. What stayed ...
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Translating the Customer Experience Vision From Leadership to Loan Officer

Share this...FacebookTwitterLinkedinI often talk to leaders in the mortgage industry about their customer experience vision and hear things like, “We want customers for life,” ...
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Use Customer Satisfaction Data to Measure Technology Strategy Success

Share this...FacebookTwitterLinkedinThe mortgage industry has been consistent the last several years — consistently experiencing higher loan costs, and lower productivity. This is not exactly ...
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Strategies for Mortgage Lenders to Maintain Profitability

Share this...FacebookTwitterLinkedinRecently, STRATMOR Senior Partner Garth Graham concluded a presentation by asking the audience to vote on which of three songs from the 1990s ...
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