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Strategies

Why a Refi Wave Won’t Save Every Lender and How to Prepare

Living as I do so close to the Florida shoreline, I’ve seen firsthand what a rising tide does to all boats. The philosophers are ...
When the coming wave of mortgage refinances appears, it will be very different from the past.
CX

Horses to Headsets: The Evolving Model of Mortgage Success

I sometimes wonder where I’d go first if I had a time machine. Maybe I’d go back to 1952 and fulfill my childhood dream ...
How will history judge our current thinking about the path to success in the mortgage industry
Strategies

All Hands on Deck: Action Ideas for Banks

The current downturn in overall mortgage volume has many lenders searching for ways to boost their bottom line and revive profitability. Firms with extensive ...
Firms with extensive referral and customer relationships, which can lead to reasonable levels of purchase money business even in this lower home sales environment, are having a better time navigating these difficult waters.
CX

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?
Strategies

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.
CX

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?

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