This webinar examines critical findings from J.D. Power’s latest mortgage origination and servicing studies, revealing why traditional customer acquisition and retention strategies are changing. We’ll explore some of the challenges reshaping competitive dynamics in the mortgage industry:
- The Experience-Loyalty Disconnect: Despite digital investments, many lenders are losing customers to competitors who’ve mastered the relationship-building aspects of the mortgage journey – from first contact through long-term servicing.
- The Servicing Blindspot: J.D. Power data shows servicing quality directly impacts retention. More servicers today are beginning to treat servicing quality as a primary relationship engine and competitive differentiator in creating long-term customers.
- Homeownership Lifecycle: Recent acquisitions and consolidations are leading lenders to reassess their go to market strategies to focus on how best to maximize their competitive advantages