Top Performer Best Practices Guide

Owning a home is still the American Dream. Mortgage companies and their loan officers are at the forefront of making this dream come true for millions of Americans every year. To be successful, they have to deliver an excellent customer experience regardless of housing market fluctuations or state of the economy. But success comes with […]

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Top Performing Mortgage Companies Think Differently About Customer Experience

When it comes to managing their online presence and reputation, businesses face many challenges.  Maybe they have a low number of reviews online or poor ratings on Google My Business or Facebook.  Maybe their Net Promoter Score® (NPS) is low or their business listings and the supporting location data are inaccurate.  This is all part […]

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Introducing the Mortgage Industry’s Customer Satisfaction Leaders

SocialSurvey has become the industry benchmark for measuring the customer experience provided by companies in the mortgage industry and their loan officers. Once again, competition was fierce with more than one million reviews of 30,000 individual loan officers from over 200 companies being scored – by far the largest data set in the mortgage industry. Our […]

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A Sample Mortgage CX 2.0 Plan – Downloadable

Using SocialSurvey’s experience management platform and CX 2.0 methodology, here is a sample plan that any mortgage company could follow: Key Point of Contact – Identify a key point of contact within your company and a dedicated resource to manage and move workflows, as well as add, remove and train users. Company Hierarchy – Add all agents, […]

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Not just a box to check… an Enterprise Reputation Management Solution

The reputation management world started with simply checking one box after another. Companies work on one problem at a time, check one box and then move on to the next. While this works in the short term, for long term success, an enterprise must build an integrated customer experience solution. A Box to Check Craig, […]

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#1 Loan Officer Jennifer Ballheimer of Mortgage Financial Services

CEO of SocialSurvey, Scott Harris, virtually sits down with Jennifer Ballheimer of Mortgage Financial Services to discuss her ability to consistently provide ‘WOW’ customer experience. With an average star rating of 4.97 across 230 reviews, it’s needless to say that Jennifer creates WOW for every single customer day after day. Let’s take a look at […]

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Experience2020 is Now a Virtual Event

SocialSurvey recently announced our annual Create WOW Summit is changing its name to Experience2020 and going virtual. While Experience2020 has a much broader CX focus than the Create WOW Summit, there will still be plenty of focus on SocialSurvey and our experience platform. You won’t want to miss the numerous sessions we have planned this […]

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5 Ways to Improve Your Google My Business in 30 Days

Google runs the cyber world. They are the number one search-engine by a landslide, with over 70% of the search market share.¹ They offer a free tool, called Google My Business (GMB), geared to help companies optimize their online visibility. We will share our top 5 hacks on how to improve your Google My Business […]

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Why does Customer Experience Matter?

With thousands of options at their fingertips, customers hold all the power. While the quality of your product is important, 81% of companies find the biggest differentiator for business is customer experience (CX).¹ To build brand loyalty and receive public praise, make your customers feel valued throughout the entire customer’s journey. Not only does a […]

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Do You Trust Me?

Why is trust so important to a business?  You instinctively know the answer but here are two statistics to emphasize the importance of building trust. “68% of adults in the U.S. say that trust in a brand has “a great deal” or “a lot” of influence on their decision when making a big purchase.”1 “76% […]

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