Empathy: The missing ingredient in digital mortgage innovation with James Robert Lay
For today’s episode, HW Media CEO Clayton Collins had an opportunity to chat with a phenomenal guest: James Robert Lay, a digital anthropologist and the founder and CEO of the Digital Growth Institute.
Today’s conversation is a deep dive into the intersection of marketing, sales, technology, and human behavior in the mortgage industry. James emphasizes the importance of addressing consumer confusion and negative emotions, building trust through empathy, and lenders shifting their positioning from heroes to guides. He also highlights the role of individual brands and the need for continuous…
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