Why is the customer retention rate for the mortgage industry so low compared to others? Part of the answer lies in the demand frequency for mortgages — people don’t buy or refinance homes as often as they dine out, travel, or purchase other items. The rest of the cause comes from a lack of focused effort on retention — but as we move into a very different market phase, mortgage companies and loan officers can no longer afford to ignore it.
How can home lenders retain customers and fill profit gaps in the changing market? In this guide, you’ll get:
- An in-depth assessment of the state of the mortgage industry and its current gaps
- Insights on how to succeed as market volume shrinks, including tangible steps to increase customer retention
- Tips to redefine customer perception of the lender — from “the person that did the loan” to a long-term, strategic partner