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เนื้อหาจัดทำโดย Dale Vermillion เนื้อหาพอดแคสต์ทั้งหมด รวมถึงตอน กราฟิก และคำอธิบายพอดแคสต์ได้รับการอัปโหลดและจัดหาให้โดยตรงจาก Dale Vermillion หรือพันธมิตรแพลตฟอร์มพอดแคสต์ของพวกเขา หากคุณเชื่อว่ามีบุคคลอื่นใช้งานที่มีลิขสิทธิ์ของคุณโดยไม่ได้รับอนุญาต คุณสามารถปฏิบัติตามขั้นตอนที่แสดงไว้ที่นี่ https://th.player.fm/legal
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Learning the voice of your customer with Kristin Messerli

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Manage episode 345124381 series 3369373
เนื้อหาจัดทำโดย Dale Vermillion เนื้อหาพอดแคสต์ทั้งหมด รวมถึงตอน กราฟิก และคำอธิบายพอดแคสต์ได้รับการอัปโหลดและจัดหาให้โดยตรงจาก Dale Vermillion หรือพันธมิตรแพลตฟอร์มพอดแคสต์ของพวกเขา หากคุณเชื่อว่ามีบุคคลอื่นใช้งานที่มีลิขสิทธิ์ของคุณโดยไม่ได้รับอนุญาต คุณสามารถปฏิบัติตามขั้นตอนที่แสดงไว้ที่นี่ https://th.player.fm/legal

Over the past 12 years, Kristin Messerli has become a leading expert on borrower psyche. As the founder of Cultural Outreach, she and her team worked directly with underserved borrowers, brainstorming solutions to bridge the gap between unbanked na underbanked consumers and lenders looking to serve first-time home buyers.

After Cultural Outreach was acquired by NAMMBA in December of 2020, Kristin was invited to join the Experience.com team as a VP of Sales and Financial Services where she continues to spearhead efforts to understand today's borrowers and help lenders map the strongest (and weakest) points of their borrower journey.

In this Episode

Dale and Kristin discuss...

  • The lack of understanding most lenders and originators have about the typical borrower's needs, wants, and desires
  • The importance of building touch points into your borrower journey to allow customers to voice their honest opinions
  • The critical role originators still play as advisors to their borrowers and partners
  • Why creating personalized loan options is essential to gaining borrower trust and confidence
  • Presenting yourself as an expert and trusted advisor to borrowers in a post-pandemic world
  • Setting yourself apart by finding unique ways to celebrate your customers' throughout the lending process

Soundbites

"Safety, transparency, collaboration, choice, and empowerment are great things to keep in mind across the whole [lending] process, just to make sure that you provide the best customer experience." — Kristin Messerli

"If the customer just feels like they have a voice....it gives the customer a sense of empowerment and that they can participate in building a better customer experience for themselves." — Kristin Messerli

"We need to rely on technology a lot for efficiency and effectiveness and you know, all of that. But I think that there still always needs to be someone who is going to be that really trusted advisor to talk through the process." — Kristin Messerli

Connect with Kristin Messerli

Connect with Kristin on LinkedIn

Follow Kristin on Twitter

Visit Experience.com

Connect with Dale Vermillion

https://linktr.ee/dalevermillion

Find this conversation valuable?

Consider leaving a 5-star review on Apple Podcasts. Every review helps us reach more professionals like you.

  continue reading

26 ตอน

Artwork
iconแบ่งปัน
 
Manage episode 345124381 series 3369373
เนื้อหาจัดทำโดย Dale Vermillion เนื้อหาพอดแคสต์ทั้งหมด รวมถึงตอน กราฟิก และคำอธิบายพอดแคสต์ได้รับการอัปโหลดและจัดหาให้โดยตรงจาก Dale Vermillion หรือพันธมิตรแพลตฟอร์มพอดแคสต์ของพวกเขา หากคุณเชื่อว่ามีบุคคลอื่นใช้งานที่มีลิขสิทธิ์ของคุณโดยไม่ได้รับอนุญาต คุณสามารถปฏิบัติตามขั้นตอนที่แสดงไว้ที่นี่ https://th.player.fm/legal

Over the past 12 years, Kristin Messerli has become a leading expert on borrower psyche. As the founder of Cultural Outreach, she and her team worked directly with underserved borrowers, brainstorming solutions to bridge the gap between unbanked na underbanked consumers and lenders looking to serve first-time home buyers.

After Cultural Outreach was acquired by NAMMBA in December of 2020, Kristin was invited to join the Experience.com team as a VP of Sales and Financial Services where she continues to spearhead efforts to understand today's borrowers and help lenders map the strongest (and weakest) points of their borrower journey.

In this Episode

Dale and Kristin discuss...

  • The lack of understanding most lenders and originators have about the typical borrower's needs, wants, and desires
  • The importance of building touch points into your borrower journey to allow customers to voice their honest opinions
  • The critical role originators still play as advisors to their borrowers and partners
  • Why creating personalized loan options is essential to gaining borrower trust and confidence
  • Presenting yourself as an expert and trusted advisor to borrowers in a post-pandemic world
  • Setting yourself apart by finding unique ways to celebrate your customers' throughout the lending process

Soundbites

"Safety, transparency, collaboration, choice, and empowerment are great things to keep in mind across the whole [lending] process, just to make sure that you provide the best customer experience." — Kristin Messerli

"If the customer just feels like they have a voice....it gives the customer a sense of empowerment and that they can participate in building a better customer experience for themselves." — Kristin Messerli

"We need to rely on technology a lot for efficiency and effectiveness and you know, all of that. But I think that there still always needs to be someone who is going to be that really trusted advisor to talk through the process." — Kristin Messerli

Connect with Kristin Messerli

Connect with Kristin on LinkedIn

Follow Kristin on Twitter

Visit Experience.com

Connect with Dale Vermillion

https://linktr.ee/dalevermillion

Find this conversation valuable?

Consider leaving a 5-star review on Apple Podcasts. Every review helps us reach more professionals like you.

  continue reading

26 ตอน

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