Episode 316

Published on:

9th Feb 2024

How to Optimize Your Client Experience to Get More Referrals

In this episode, we dive into the art of refining the client experience in the mortgage industry with expert guest Mike Seminari, Director of Customer Experience (CX) with STRATMOR Group.

Discover how to transform excellent service into a robust referral system and why your process can make or break client satisfaction.

Key Points Discussed:

- The strategic importance of optimizing the customer experience to gain more referrals in the mortgage sector.

- Mike Seminari’s tips on how to incorporate monthly customer experience (CX) enhancements and why he recommends reaching out for his CX tip sheet.

- The detrimental effects of process pain points like miscommunication and redundancy on the Net Promoter Score (NPS).

- The significant impact that effective communication and setting accurate expectations have on a customer's likelihood to refer.

- Using visual aids to guide customers through the loan journey and the vitality of being adaptable to feedback.

- STRATMOR's Mortgage CX program benefits, including detailed analysis and benchmarking for loan officers.

- Mike’s perspective on the importance of prior relationships and testimonials over interest rates in lender selection by clients.

Listen in to continue to pivot, innovate, adapt, and overcome!

Episode Resources:

Are you ready to go from solicitor and vendor to partner and peer with real estate agents? Book your call with me here.

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About the Podcast

Mortgage Marketing Radio
Podcast by Mortgage Marketing Institute
Truth in Mortgage Marketing

About your host

Profile picture for Geoff Zimpfer

Geoff Zimpfer

Geoff Zimpfer is a former national sales trainer with Tony Robbins and has been in the real estate industry since 2003. As a mortgage originator he consistently ranked among the top 5% in production nationwide. After ten years in production Geoff accepted a position as a National Sales Trainer with a top ten direct lender. He’s the host of the highly rated podcast Mortgage Marketing Radio, celebrating its fifth year and surpassing 500,000 downloads. He’s the author of two books; Instant Referrals for Mortgage Professionals and his most recent book is Disrupt or Die: How to Survive and Thrive the Digital Real Estate Shift.