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A Customer Experience Strategy That Touches Every Aspect of the Business

To compete and win in today’s challenging mortgage market, lenders must be armed with a comprehensive customer experience strategy. This strategy starts with a compelling, shared company vision, a well-defined customer journey, and employs voice of customer and voice of employee data collection. Data insights are expressed through dynamic digital design, employee engagement, referral partner engagement and social proof.

STRATMOR provides experienced, tactical guidance in experience strategies to drive immediate and ongoing measurable results — we work with lenders to outline existing customer and partner journeys, collect voice of customer and employee feedback and to apply the data with precision to:

  • Process and technology design
  • Employee engagement strategies
  • Strategies to empower employees to create memorable customer experiences
  • Brand loyalty promotion
  • Production growth — retention/repeat/referral business
  • Recruitment and retention strategies

The result is a comprehensive, data led CX strategy that helps lenders maximize revenue and protect profit margins.

MortgageCX Awards 2023
Click here for a list of MortgageCX Best-in-Class Lender Recognition Award Winners for 2023.

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In today's market, the lenders who are intentional about creating a positive customer experience will be the ones that grow the fastest, protect their margins and actually gain that coveted market share. Reach out to STRATMOR for assistance with your CX strategy.

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