The Manual and Digital Touchpoints of a Loan
Coest2Coest Transcript Jim Deitch: It comes has to two things. One is this is a business that still has been very, very high content of human interaction and human touch and interaction as the customer relationship side to answer problems that a customer has is perfectly appropriate. That shouldn't be there. In fact, the research in this book that kind of touched on the 25 mavericks as well, so I'm doing the research that the best experience is a digitally enabled process where a human being either face to face or via telephone or email is responsible and can answer questions correctly. The first time when you put that together, the Jd power survey of mortgage satisfaction, the numbers get above 800 every time. If you don't and you slow down when you don't deliver what you promised, where you don't uphold those promises, when you come back and back and back at the same time looking for information that the customer believes has already been provided. Very