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Our Consultative Approach Drove Individual & Company Revenue
 


THE PROBLEM 
Our client in the mortgage arena had engaged in a customer experience improvement program, but many of the key internal constituents had not engaged, and in many cases were actively looking for ways to avoid the process.
 

THE APPROACH 
We conducted a cohort analysis to understand how the group that participated in the customer experience program benefitted and improved. The results showed that participants who actively engaged had contracts that closed in a shorter time period, had fewer challenges from underwriting and had an uptick in referrals -- all resulting in higher and more commissions paid.
 

THE SOLUTION 
A communications piece outlining the study was created and shared with the entire broker population.  In the piece, the difference in commission level between active engagers and non-engagers was presented clearly.
 

THE RESULT 
The customer experience improvement program saw in increase in active participation resulting in an improvement in profitability for the channel.
 
SeeLevel HX gets inside of the experiences delivered by your brand, your main competitors and your industry as a whole, to identify what truly sets you apart and ensures that your customers become the loyal advocates that continue to drive your brand’s ongoing growth and success.
 
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