TOP 10 STEPS FOR IMPROVING THE CUSTOMER MORTGAGE AND CLOSING EXPERIENCE

摘要

1. DO: Define the Best Imaginable Customer Experience (BICE) for the mortgage/closing process with the help of the preferred lender, sales manager, and Voice of the Customer partner. 2. DO: Create a BICE matching scope of work for the preferred lender with the help of the purchasing and closing manager. 3. DO: Objectively measure the preferred lender's performance (preferably via a third party, objective VOC survey) and provide regular feedback to the preferred lender and home building management.