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CX

Always Be One Thought Away for Your Borrowers

There’s this song lyric I’ve always loved: “An elephant’s memory’s a curse and a blessing / And you’ll always be one thought away.” In ...
Full Article
Mortgage lenders can ensure a greater frequency of repeat borrowers over the long term by always being one thought away.
October 2023
Strategies

It’s Inertia, and It Can Kill Your Mortgage Business

“Objects remain at rest or stay in motion unless acted upon by an outside force.” —Newton’s First Law of Motion. Inertia affects us all, ...
Full Article
To break inertia in the mortgage industry, lenders will need to be the force that acts.
September 2023
CX

CX: The Mortgage Market’s Untapped Revenue Opportunity

When I was a kid back in the 80s, I remember praying every night that I would win the $1,000 Toys ‘R’ Us sweepstakes ...
Full Article
In the mortgage industry, customer experience is an untapped revenue opportunity.
September 2023
CX, Strategies

In the Battle for Borrowers, the Employee Experience Matters

“Be thankful that many people don’t care that much … it makes it that much easier to succeed when you DO care.” —Me, circa ...
Full Article
In the battle to get and keep mortgage borrowers, a lender's employee experience matters greatly.
August 2023
CX

Happy Employees, Happy Customers

Have you ever had to explain a word or phrase to someone and, in doing so, went through your own learning (or re-learning) process? ...
Full Article
Mortgage lenders may want to take a page from the Chick fil A playbook on how to elevate the customer experience by creating positive employee experiences.
August 2023
Strategies

Sales Compensation: Do You Get What You Pay For?

Back when I was a working loan officer (LO), some 30 years ago or more now, we had a saying: you get what you ...
Full Article
There is push and pull in mortgage lending as loan origination costs are at an all-time high and sales account for more than half this expense.
July 2023

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