Reimagining the Mortgage Experience
That was the one question I got over and over again at SMMW in San Diego. Connecting with other creatives at SMMW was a truly awesome experience and hearing what they were working on was inspiring. It was inspiring because of the passion everyone had for their projects. I have that passion as well, which is also why it is hard to do an “elevator pitch” explanation of what I am trying to do. In short I am working to change the retail business of the mortgage/real estate industry.
Yes, the whole industry. I am talking about designing a complete digital retail mortgage process that is rooted in CX (Consumer Experience), end to end. Right now experience isn’t even on the radar for a majority of the lenders. Yes, there are some who are doing the digital process, but that is rooted in UX/UI. I am talking true CX. What I mean by that, is the experience before our clients are even our clients. It starts with perception, with tapping into the emotion of what we do. We are in one of the few industries where the result for most of our clients (the consumer) is achieving their dream.
Think about that. Owning a home for most is a dream come true. How many industries can say that? People don’t dream about owning a pair of Nikes. They don’t dream about owning a music album, or about owning an iPad. Yes, I am sure they want those things, but I am talking about dreams. I am talking about the kid who grew up in a shitty apartment and always dreamt of having a house. It’s about the single mom who wants to provide a HOME for her kids. The parents that want to put down roots for their family to be a part of a community. I am talking about the connection on an emotional level.
Look, the mortgage process can suck. It can be illogical, frustrating, and downright painful. There are shitty lenders out there that only see their clients as $$$ signs. They look at the quick hit of revenue as opposed to long-term growth potential. Others look at instant gratification, and we look at building generational relationships. There is a better way to serve our clients in this industry and my company is going to do just that. We are not talking about improving the process, but creating a new process from the ground up. With everything being rooted in the experience of our clients. Not the process experience, but the emotional experience. No buckets or silos to where the consumer has to fit a “profile”, but an open experience to where we can serve those from all walks of life. I believe it can be done, and I believe we are the ones to do it.
