Expert Strategies For Mortgage And Re

In this episode, Melissa Wright, chief sales and marketing officer at American Pacific Mortgage, stops by Expert Insights to talk about her real estate and entrepreneurial journey. Topics of conversation include: Living through market shifts and adapting to challengesFinding strength in marketing and bringing business units togetherCreating strong relationships and choosing great mentorsThe scale and volume of American Pacific MortgageFocusing on production, people, and profitabilityAdvice to those in leadership and sales

In this episode, Dart Bank President and CEO, Bill Hufnagel, joins Expert Insights' host, Joe Welu, to share his vision for Dart Bank and how he is leading the bank to be values-based and high tech, high touch.

Julian Hebron joins Expert Insights to talk all about mortgage financing and how current events and inflation are impacting the lending industry. Host Joe Welu and Julian delve into strategies for educating customers, optimizing budgets, and driving conversion.

In the age of digital marketing, what do lenders need to understand about connecting with the multicultural market to grow homeownership? On this episode of Expert Insights, Joe Welu and Tony Thompson discuss two ways can elevate their multi-cultural marketing in the purchase market ahead.

The concept of innovation isn't new to financial services. Yet, the elusive innovation topic continues to be a top priority for banks and lenders. Joe Welu and James Robert Lay discuss three critical roadblocks to innovation and strategies that financial institutions can use to truly achieve innovation.

Service is in banking’s soul. It’s a core part of driving growth. However, recent history in banking, especially fintech innovation, raises an important question: With fintechs winning so many new customers, does product innovation mean banking organizations can no longer depend on service to compensate for a commoditized product offering? Joe Welu is joined by Ron Shevlin to answer, is customer experience dead?

As rising rates in 2021 slow one of the greatest refi booms ever, more banks and lenders are adding mortgage servicing to their diversification playbook. In this episode, Joe Welu and The Basis Point’s Julian Hebron look at market dynamics driving this, how to plan in the current servicing environment, and what it takes to execute on a single customer experience from originations through servicing.

Technology investments have historically focused on the transactional customer experience – and in doing so the ability for banks and lenders to engage and create holistic experiences for customers has actually widened. But the path to continued growth for financial services lies within the ability to retain and engage those customers throughout their financial journey. In this episode, Joe Welu and The Basis Point's Julian Hebron discuss the opportunity in pairing servicing with the next generation of technology to create a true customer for life organization.

So many organizations say, “Hey, we need to focus on customer experience.” In theory, that sounds great. But the challenge comes in creating that focus, keeping teams aligned, and having the right tools in place. Finance of America has committed to going “all in” on customer experience, and is seeing impact on its retention and loyalty rates. In this episode, Joe Welu and Finance of America’s Chief Digital Officer Dan Catinella outline how.

Consumers are seeking a trusted financial advisor who can educate them as they make critical financial decisions. And building that trust (and keeping it) is the foundation for a lifelong partnership. As Total Expert Founder & CEO Joe Welu says, “Every interaction with your brand or your people either builds trust or erodes it.” What systems does your financial brand have in place to ensure you’re building trust and delivering a seamless customer journey? In this episode, Joe Welu and our Chief Customer Officer Sue Woodard dive into this and more.

When communicating with your customers or members, are you selling a product or an outcome? The difference between these 2 approaches is crucial when engaging with consumers and coming from a place that has their financial wellness in mind. Total Expert Founder & CEO Joe Welu and Chief Customer Officer Sue Woodard discuss what this looks like in practice and how financial institutions can position their customers and members for long-term financial success.

Leading financial organizations that are out-pacing their competitors follow a no-limit mindset. They continue to push the boundaries, redefine what their organization is capable of, and exceed their customer’s expectations. But what’s the secret to reaching this mindset? Total Expert Founder & CEO Joe Welu and Chief Customer Officer Sue Woodard break it down in this episode of Expert Insights.

Financial institutions can have superior messaging and a clear purpose, but to truly accelerate, they must ensure the right steps are being taken to communicate their message across all touch points with customers and potential customers. Total Expert Founder & CEO Joe Welu and Chief Customer Officer Sue Woodard discuss what it means to put action behind your purpose and deliver a consistent experience that builds loyalty.

In a year unlike any other, financial institutions have been forced to innovate and take a new approach with their customer relationships. Financial institutions are being grouped into 1 of 2 categories: reactive vs. proactive. Total Expert Founder & CEO Joe Welu and Chief Customer Officer Sue Woodard break down how to make the most out of 2020 and position your brand for success today – and well into the future.

Customer loyalty has taken on a new meaning and become more important as the industry evolves and financial institutions uncover the true value of lifetime loyalty. In turn, financial institutions must take a closer look at their loyalty strategy starting with the very first interaction with a customer – and throughout the entire lifecycle. Total Expert Founder & CEO Joe Welu and Chief Customer Officer Sue Woodard outline key steps to map out the customer journey and increase loyalty.

Misaligned sales and marketing weighs heavy on the success of financial services organizations. Aligning these two areas to deliver a singular customer journey with consistent messaging is pivotal to any growing brand. Total Expert Founder & CEO Joe Welu and Chief Customer Sue Woodard discuss the impact of orchestrating the communication between these two teams.

Customer experience is comprised of every touchpoint and interaction consumers have with your brand. From email to social to your website and beyond, every interaction plays a key role in how consumers view your brand. Total Expert Founder & CEO Joe Welu and Chief Customer Officer Sue Woodard break down the challenges many financial brands face when it comes to customer experience, and how to overcome them to turn your perception into reality.

While the market has started to make a comeback, many consumers are still experiencing financial hardship. Now more than ever, it's critical to express empathy in every communication and understand where you customer is in their stage of life. Joe Welu and Sue Woodard discuss how to operationalize empathy, and do so at scale.

Financial brands have been forced to adapt and innovate using digital technology to continue serving their customers without in-person interactions. Joe Welu and Sue Woodard discuss the necessity of quickly innovating to maintain trust and build loyalty with your customers.

Recent months have created a lot of "forced prioritization" for businesses. Joe Welu and Sue Woodard discuss the importance of analyzing and optimizing the efficiencies businesses had going into quarantine and those they developed to carry them forward for the best ROI.