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How mortgage providers can transform the customer experience

Published on 23 Jan 2018

The US mortgage sector has undergone a radical change since the subprime mortgage crisis that contributed to the US recession in 2007-2009.  Mortgage lending is less the domain of large banks, but rather dominated by non-bank lenders who have been highly competitive on price, but less inclined to bother about customer service.

Read on for some insight into how the mortgage industry needs to shift its focus to customer satisfaction and are looking to digital solutions to enhance the customer experience.

Customer experience in mortgage industry

Five secrets of customer experience success in the mortgage industry

In this clear and concise article, the author says mortgage companies must focus on enhancing the “end-to-end” customer journey to remain competitive. As a 30-year veteran of marketing and customer service roles, she puts forward five ways in which mortgage companies can achieve customer experience success.

CX according to JD Powers survey

Customer experience / satisfaction according to JD Powers survey

The J.D. Power 2017 U.S. Primary Mortgage Servicer Satisfaction Study,SM reveals three key areas mortgage providers should focus on to drive customer satisfaction. These are effective onboarding, high-functioning self-service tools and call center best practices. There is also evidence that digital plays an important role in ensuring effective interactions with customers.

Driving digital mortgage disruption

Consumers, not technology, will drive digital mortgage disruption

In this opinion piece, it is claimed that technology is not a catalyst of change, but rather, an enabler – i.e. the consumer is driving change and technology is enabling it. The author suggests that lenders focus on putting the consumer first – allowing them to transact how and when they want to and thus have more control of their home buying process. This, he believes, will drive successful transformation in the lending space.

Alison Treadaway

Alison Treadaway

Vice President, Marketing, Striata, a Doxim Company

She joined the Striata in 2002, and served as Managing Director of the African region for 13 years. Prior to this, Alison’s experience in Internet-related solutions included marketing and sales positions at Internet Solutions and Dimension Data.

Alison has 24 years of experience in the ICT sector. She holds a Bachelor of Arts (Languages, WITS) and a Post-graduate Diploma in Business Administration (WITS Business School).

Read more of Alison's blog posts here or connect with her on the following social channels: