Customer Experience

Borrower Experience in the Loss Mitigation Process

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 […]

June 24th, 2020|

Name Use Improves the Customer Experience

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 feel […]

July 26th, 2016|