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.

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

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.

What Our Clients Are Saying

The STRATMOR Group has the competency and discipline to assess current performance metrics relative to industry peers, and the experience to provide thoughtful considerations to maximize your mortgage team's future opportunities.
Andrew Guzzo - Chief Banking Officer and President, Merchants Bank
The STRATMOR team demonstrated a deep understanding of our business, which translated into effective, actionable, and pragmatic recommendations. The team was very engaged, and their deliverables were of the highest quality.
Rajan Nair - CEO, Indecomm Global Services
Absolutely loved our experience with STRATMOR. Every member of the team is knowledgeable, responsive and kind. Every aspect of the project was managed well, and we were delighted with the final results. I honestly can't say enough good things about the team and the service they provide!
Michael Murphy - Product Marketing, Reggora
The STRATMOR Team is highly professional, collaborative, and very responsive. The partnership began with the STRATMOR Team thoroughly understanding our needs, perceived issues, and potential problems. STRATMOR brought expertise to the table at every turn, and their solutions were sound and executable.
John Stocchetti - EVP, Group Head, Mortgage Partnership Finance® Program, FHLB Chicago
Through a fast-paced yet comprehensive dive into our Consumer Direct Division, STRATMOR helped Arvest chart the course to the next level. They understood our technology-minded goals and listened to our customer-focused priorities, to provide a highly actionable strategy document to help us navigate the path to even greater success.
Shawn Karnes - Executive Director, Mortgage Sales and Development, Arvest
Any bank struggling to make mortgage lending work should contact STRATMOR. They can help put together a strategy to improve efficiencies and profitability to make mortgage banking successful. And, if you already have a good mortgage lending team, STRATMOR can help identify ways to take it to the next level.
Paul Peterson - SVP, Director of Mortgage Banking, Glacier Bancorp Inc.

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A Customer Experience Strategy That Touches Every Aspect of the Business

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What Our Clients Are Saying

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