In our industry’s changing market environment, winning the hearts and minds of customers will be the key to winning. But too many mortgage lenders have pursued borrower happiness initiatives without a clear understanding on how much they’re worth and exactly how they will create profitability.
Rather than starting a customer experience initiative with big aspirations for “something better,” mortgage executives will benefit from quantifying the path to value creation. It’s easy to have clarity on the costs, results not as much.
There is a better way: In this paper we lay out how to tie borrower satisfaction to financial return, allowing mortgage lenders to have a strong business case, anchored in science and data, on the importance of borrower focused initiatives.