Happy Borrowers: Achieving Financial Success With Customer Satisfaction

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Your borrowers matter. And in a changing market, they matter more than ever. In 2017, we’ve seen the shift from record-breaking volumes to slower growth. Now, stealing share, and therefore winning the hearts and minds of borrowers, is the key to success. Increasingly price and product flexibility matters less to borrowers than customer experience. Rates and closing costs are no longer the central drivers of satisfaction in the loan process.

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But just how valuable is “borrower satisfaction?” Most mortgage executives we speak with see the big picture benefits of being borrower-centric: happy customers lead to more referrals and a better reputation, lowering costs of service and engaging employees in the workplace. But when you dig below the surface, you realize that few truly can quantify the economic return of a better borrower experience.

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In this overview, Maxwell Financial Labs has pulled together research that highlights the central drivers of borrower satisfaction. And more importantly, Maxwell highlight change tactics and a structured methodology to quantify the business case for creating happy borrowers.

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To Download The Full Free Industry Paper PDF Click Here

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