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Borrower Experience in the Loss Mitigation Process

Posted: June 24, 2020

The era of COVID-19 has created unprecedented short-term disruption in the lives of millions of individuals and families. Record-high unemployment, reduced work hours, and rising costs have affected millions of people. For many households, these events create difficulties in making timely mortgage payments, and for lenders, are generating a stark rise in the number of […]

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Name Use Improves the Customer Experience

Posted: July 26, 2016

A small change in bank representatives’ behavior can yield big improvements in the impression they leave. Tellers routinely greet their customers by name as they enter the branch, yet many banks fail to train their platform representatives to use this simple technique during the first visit to help establish rapport and make a potential client […]

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Mystery shopping acquisition opportunities

Mystery Shopping Acquisition Targets Can Yield Valuable Insights

Posted: July 21, 2016

Mystery shopping can help automotive dealers in the acquisition process get a customer-based perspective of the target dealership’s employees, culture and sales processes. The information gathered by trained evaluators posing as car buyers can identify managers and salespeople who are most likely to fit into the new organization, based on their ability to meet their employer’s […]

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