Customer Experience Design Consultant
Financial Services / Mortgage Archive
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We are the 90%
Good customer experience isn’t about expensive, extensive programs—it’s about the little things. Simple things.
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Example: Audience Needs Workshop
One of my newest clients, a mortgage servicer, engaged me to help refine how they communicate with their audience—homeowners in a foreclosure situation. For me, this…
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Mortgage & Title Industry Articles
Mortgage & Title Industry Articles Case Study: Mortgage / Title Insurance B-to-B Customer Experience (CX) >>> Title Insurance and Coffee: Be Starbucks not Folgers >>>…
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Social Media Resources for Mortgage Services Companies
A list of social media resources for professionals at companies who serve the mortgage and servicing industries. Includes statistics, reference articles and who to follow on Twitter.
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Webinar: Using Social Media to Drive Business
While written specifically for the mortgage services industry, this Webinar will provide both strategic and tactical advice on how companies of any size can use social media to drive business.
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Case Study: Mortgage / Title Insurance B-to-B Customer Experience (CX)
During the mid-2000 mortgage boom, NREIS had awareness and credibility issues as they struggled to grow more than 300% in less than two years. Realizing that marketing was only a fraction of the solution, I led an executive management team of Sales, Operations, IT, and HR to create a company-wide customer experience program. The result—the company secured work with 9 of the Top 10 U.S. banks.
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Online Publication Best Practices Review
Recently, I completed an online assessment for a publisher. To get started, I searched for a consolidated “best practices” review of online publications but could…
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Urban Lending Solutions Name Change
Urban Settlement Services experienced enormous growth and diversification over the last two years, culminating in the launch of the Broomfield, CO Servicing division and the…
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TrueClose Mortgage Software Case Study
Challenge: In 2004 loan origination software start-up TrueClose faced a formidable challenge in establishing itself in a market dominated by two long established competitors, but…
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Allpointe Mortgage Broker Case Study
Challenge: As a 12-state regional mortgage broker, Allpointe Mortgage was successful in states with physical offices, but needed to expand their friendly, knowledgeable advisor image…
