Summary
Mortgage industry
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Extract
Earning Loyalty.
Mortgage borrowers sense indifference from their mortgage servicers. Little wonder, then, that customer retention is such a mystery to many servicers. Here's research offering hints on how to keep your borrowers coming back.
MORTGAGE SERVICERS KNOW ALL TOO WELL HOW IMPORTANT--AND DIFFICULT--IT IS TO KEEP CUSTOMERS. Many "payoff" studies are conducted by servicers to find out why customers have chosen a different lender to finance a new-home purchase or to refinance an existing mortgage. Servicers also employ predictive analytical tools to determine which customers are most likely to leave in order to better focus their retention efforts...See the full content of this document
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