Customer Service vs Consumer Experience: How To Anticipate, Manage, & Exceed Borrower Expectations (With Arman Ghamami) – Episode 92
Arman Ghamami, a mortgage broker and branch manager with C2 Financial, has become a high-producer by putting the borrower front-and-center. He personalizes their entire process, has staff dedicated exclusively to borrower questions, and automated procedures in place to streamline the client experience.
For Arman, there is a distinction between customer service and consumer experience. Customer service is answering your client’s call or replying to their email. It is the basic things you need to do to operate. Consumer experience is where Arman makes himself and his branch stand out…
The skinny
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