Description

Today's smartest companies and service providers are evaluating the customer experience they provide with a number of factors in mind. The challenge for the mortgage broker channel is to evaluate the current state of its customer experience so the channel can identify those factors, and then, refocus its priorities and strategies appropriately. Using data from the Bond Mortgage Insights Report, you will explore Customer Journey Mapping: what it is, and what research has revealed about our customers' experience with the mortgage broker channel. A PDF handout, Guidelines for Evaluating Mortgage Customer Experience will be available.

This module is free to MPC members and offers one (1) professional development CE unit.