What New Habits Will Bring You Purchase Success in 2022? >
Did you write down New Year’s resolutions for 2022? If you’re like me, resolutions can be a bit of a mixed bag. It’s great to have the optimism and ambition to accomplish great things and make...
How Can Lenders Tap into Their “Grinch Energy” for a Spectacular 2022? >
I have a “Grinch” t-shirt that I wear around the holidays. People assume it’s because I don’t like Christmas, but they’ve got it all wrong. The story of “The Grinch,” I explain, isn’t about his grumpy...
How Can You Move From Chaos to Order in Your CX Strategy? >
Move over Rocket Mortgage (formerly Quicken): there’s a new customer experience sheriff in town and its name is Guild Mortgage! The last several years have played like an old-fashioned duel between the two companies, who have...
What Can Banks Do to Win Back Market Share? >
Is it just me, or does 2010 not seem like that long ago? We had the iPhone 4 in our pockets, Toy Story 3 in our movie theaters, and the average cost of a home was...
How Can Lenders Create a Winning Culture? >
There’s a saying in college football: “Good records tend to follow good coaches.” Take Nick Saban, for example, who had winning records as head coach of Toledo (9-2), Michigan State (34-24), LSU (48-16) and of course...
Preparing for the Shift to a Purchase Market >
The mortgage industry has been making lemonade out of lemons for quite some time now. The lemons arrived in boat loads with the onset the pandemic last spring — business closures, job losses, and forbearance plans...
Competing for “Raving Fan” Mortgage Borrowers >
Have you ever seen the television show, American Ninja Warrior? It’s one of those thrilling-yet-agonizing competition shows where contestants race the clock while traversing an obstacle course gauntlet of intimidating physical challenges. One wrong step, one...
Is Consistency in Customer Experience Achievable Across an Organization? >
Have you ever wondered why every Target you walk into has a familiar feel to it? Whether you are in Chicago or L.A. or perhaps in one of the 41 Springfields dotted across the U.S., the...
How Important Is an Initial Needs Checklist? >
My wife likes to tell the story of how we first met, which culminates in a teeter-totter moment of decision where she very nearly “swiped left.” To this day, I’m not sure exactly what it was...
What Can Lenders Do to Retain More of Their Servicing Portfolio? >
When a borrower completes the mortgage loan process, there is a strong chance that they will have positive feelings about it. Whether it’s relief that the financial stress is behind them or the excitement of getting...
How Can Originators Navigate Last-Minute Loan Volatility? >
It’s March … again. This week marks one year since I filled out my first-ever 100 percent accurate NCAA Basketball Tournament bracket — I had COVID-19 winning every game. This year I might be returning to...
How Can Originators Delight Their Borrowers When Cycle Times Are Out of Control? >
While the past year has been a gift of high volume for the mortgage industry, it has also been a source of frustration to strained fulfillment teams and to originators trying to communicate with borrowers about...
How Can Originators Ensure a Profitable 2021 Despite a Possible Refinance Cliff? >
After wrapping up a banner year in 2020, the mortgage industry is showing few signs of slowing down. It appears that the downward pressure on rates that created the booming refinance market may be the gift...
Giving Back This Holiday Season >
It’s that time of year when we’d usually be walking around our local malls and humming along to “It’s the Most Wonderful Time of the Year.” Of course, that song typically refers to the holiday season...
What is the Secret to Becoming the Lending Choice of Millennials? >
When was the last time you read an article on Millennials? Roughly a decade ago, we started hearing rumblings about how the mortgage industry had better be prepared for the coming-of-age Millennials. Everywhere we turned, there...