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News with Views
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Mortgage Lenders Need to Focus on Customer Experience and Customer Retention
Oct 2, 2014
Interestingly, each time my mortgage comes up for renewal, I ponder whether change or at least a shopping around is needed. This article confirms that this is a pretty common problem, that customer retention needs to be on the agenda for mortgage lenders, and ponders approaches. Sadly, the approaches still feel a bit technical; don't get me wrong, technical enablement is great, but high touch is better. Let's ponder what a great customer experience with a mortgage lender would include, eh?
Curated By:
Todd Kasenberg
Infographic Alert - The 6 Laws of Learning No Developer Can Neglect
Oct 2, 2014
SHIFT does some pretty amazing thinking (and synthesizing!) about learning. They serve up another gem - this time about tested principles that help learners truly acquire and gain new knowledge and behaviours.
Curated By:
Todd Kasenberg
Digital Customer Experience - It's Evolving and Reshaping Rapidly
Oct 2, 2014
It is interesting to contemplate how digital technologies can better the customer experience. In this article, the author shares thoughts about how the internet of things, smart phone technologies, and general impatience will continue to change customer experience expectations. In talking about the balance between "marketing oohs" like SEO and pragmatic customer touches, he hits a gem: "Management needs to carefully balance SEO and exposure techniques with the ability to actively address the needs of the customer."
Curated By:
Todd Kasenberg
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