Executive Brief

Re-engineering the Borrowing Experience to Increase Customer Delight

With fluctuating housing inventory, historically high inflation, skyrocketing interest rates, and staggeringly high home appreciation—it’s no question we are in a very uncertain market. Pushing through uncertain times and coming out successful on the other side requires lenders to continue to put customer satisfaction first.

Research shows that a proper and effective customer experience drives 10-15% increase in repeat business, yet re-engineering the customer experience to create a delighted customer requires you to step into their shoes and track every touch. Download this guide to learn about the three major initiatives that can help you get started today.

In this guide, you’ll learn:
  • Identify areas where you can build or leverage integrated processes to drive efficiencies
  • How to build for your customer and leverage digital-first experiences to attract more borrowers
  • Best practices to measure impact and hold your vendors accountable as a direct extension of your service and brand

Download Guide