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Creating a Customer-Centric Culture in a Brave New World

There’s a famous quotation from Socrates about change that speaks to where business, and the mortgage industry in particular, is today: “The secret of ...
Businessman's hands open palms with customer service word descriptions

Walking the Tightrope: Servicing Through COVID-19

As the clouds of the COVID-19 storm continue to roll, one of the areas of the mortgage industry that will take a big hit ...
businessman on a tightrope over a stormy sky below with a lighter sky showing above

Pipelines and Pandemic: Managing Through the Virus-Driven Storm

There’s no doubt that the mortgage industry is feeling the effects of the COVID-19 coronavirus. Even as the Fed cut its benchmark interest rate ...
mortgage lender pulling open calm sea curtain covered dark stormy ocean background

What I Learned About Passion, Purpose and Persistence in Santorini, Greece

In 1982, I saw a movie filmed in Santorini, Greece. The movie wasn’t my favorite — I only saw it once. What stayed with ...
coastline and village in Santorini, Greece

Translating the Customer Experience Vision From Leadership to Loan Officer

I often talk to leaders in the mortgage industry about their customer experience vision and hear things like, “We want customers for life,” or ...
Woman shaking hands across the table with man while three others watch illustrating article Translating Vision From Leadership to LO

Use Customer Satisfaction Data to Measure Technology Strategy Success

The mortgage industry has been consistent the last several years — consistently experiencing higher loan costs, and lower productivity. This is not exactly the ...

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