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Prepare Now for the Storms Ahead: Build Your Purchase Business

In the mortgage industry, we have survived a tsunami — in fact, we have ridden a wave of profits that the refinance tsunami gave ...
storms rising and mortgage lenders need to prepare for purchase market

Are You Prepared to Meet the Purchase Market?

The mortgage industry has been making lemonade out of lemons for quite some time now. The lemons arrived in boat loads with the onset ...

The Customer Experience (CX): Create Business Success Through a Culture of Excellence

There’s a café down the street from my home that is a local favorite — and for good reason. The cheery red awnings and ...

The Happy Path to Raving Fans

Have you ever seen the television show, American Ninja Warrior? It’s one of those thrilling-yet-agonizing competition shows where contestants race the clock while traversing ...
Mortgage borrowers find the loan process an obstacle course.

Retail Mortgage Branches: Which is Better, Expense Management or Corporate?

I spoke with a mortgage banking executive recently and asked how his company was organized from a retail branch perspective. He said, “We are ...

Organizational Consistency in the Customer Experience

Have you ever wondered why every Target you walk into has a familiar feel to it? Whether you are in Chicago or L.A. or ...
mortgage borrowers rate lenders higher who have an organizational approach to the customer experience.

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