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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 ...
Full Article
How will history judge our current thinking about the path to success in the mortgage industry
June 2024
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 ...
Full Article
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.
May 2024
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, ...
Full Article
What can “Disney magic” teach lenders about curating unforgettable experiences for mortgage borrowers?
May 2024
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 ...
Full Article
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.
April 2024
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 ...
Full Article
What does it take to exceed expectations and delight borrowers in 2024?
April 2024
Strategies

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 ...
Full Article
Dispelling the myth that there can be only one perfect process to achieve a desired result.
March 2024

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