About the Episode

When it comes to connecting with consumers all over the world, where should you turn? Social media. Sue Woodard is joined by Denim Social CEO Doug Wilber who shines a light on the power of social media and utilizing it to nurture customer relationships. Doug answers the million-dollar question, “How does your brand connect with consumers on social media?” For more information, visit denimsocial.com.

About the Episode

Pro soccer player turned VP of one of the largest mortgage companies in America, loanDepot VP, Regional Production Brian Covey joins Sue Woodard to share how their lenders are standing out and delivering superior customer experiences. Listen in to hear Brian’s take on becoming consumers lender of choice and forming lifelong financial relationships. To learn more, visit www.briancovey.com.

About the Episode

As consumers navigate their own life journey, they need a trusted financial advisor on their side. Someone who knows them, values them, and has their best interest in mind. Sue Woodard is joined by Mel Marsh of Cardinal Financial who details how to deliver PMCEs and be your customers’ go-to partner for all of their financial needs.

About the Episode:

Humans and technology have been forced together like never before this year. Joe Welu and Sue Woodard discuss how work and lives have intermingled as a result of quarantine, creating a whole new intimacy among colleagues and customers. Find out how what to take forward from a time when we’ve learned more about each other while being apart.

About the Episode

Empowering originators to be the CEO of their business led Guaranteed Rate to once again have the most originators on the 2020 Scotsman Guide over any other company. Kristen Brabants and Sue Woodard break down what’s led to this repeat achievement and share best practices that other lenders can bring into their business.

About this Episode

As rising rates in 2021 slow one of the greatest refi booms ever, more banks and lenders are adding mortgage servicing to their diversification playbook. In this episode, Joe Welu and The Basis Point’s Julian Hebron look at market dynamics driving this, how to plan in the current servicing environment, and what it takes to execute on a single customer experience from originations through servicing.

About the Episode

In honor of our 10th episode, we have a very special guest from PRMG, Kevin Peranio (KP)! As Chief Lending Officer, KP shares his philosophy of taking care of your internal teams first, and the rest will follow. Put on your shoes, listen in, and walk away with a fresh perspective on staying ultra-connected with your customers.

About the Episode:

Hit the pavement with Sue Woodard and Ryan Schmidt, wholesale marketing director at Finance of America Reverse (FAR). FAR has been named a top lender again in 2021 and is sharing their secret to success to deliver the optimal customer experience. Plus, find out the three C’s every mortgage lender needs to implement in their business.

About the Episode:

Total Expert’s Sue Woodard and Pinnacle Home Loans Chief Operating Officer Paul Gigliotti will have you walking (or running!) as they dive into the key components to create a culture of change – both for your customers and inside your organization. Paul shares how organizations can set their teams up for success and deliver stand-out customer service. For more on Pinnacle Home Loans, visit https://pinnacle-loan.com/.

About the Episode

Technology investments have historically focused on the transactional customer experience – and in doing so the ability for banks and lenders to engage and create holistic experiences for customers has actually widened. But the path to continued growth for financial services lies within the ability to retain and engage those customers throughout their financial journey. In this episode, Joe Welu and The Basis Point’s Julian Hebron discuss the opportunity in pairing servicing with the next generation of technology to create a true customer for life organization.

About the Episode:

The aspiration of homeownership is real for so many, yet there is still a large gap in empowering all communities to make it a reality. Sue Woodard is joined by Tony Thompson, founder and CEO of NAMMBA, to discuss what can be done to increase homeownership and the impact it has on the community as a whole. Plus, Tony shares what their Mission 2025 program is all about and how you can get involved. To learn more, visit nammba.org.

About the Episode

So many organizations say, “Hey, we need to focus on customer experience.” In theory, that sounds great. But the challenge comes in creating that focus, keeping teams aligned, and having the right tools in place. Finance of America has committed to going “all in” on customer experience, and is seeing impact on its retention and loyalty rates. In this episode, Joe Welu and Finance of America’s Chief Digital Officer Dan Catinella outline how.

About the Episode:

If there’s one industry that holds the most personal customer data, its financial institutions. But are the customer experiences matching up to show consumers their bank or lender truly knows who they are? Hunter Young from HIFI Agency joins Total Expert’s Sue Woodard to share quick wins financial institutions can implement today to elevate their customer experience. Plus, they dive into the hot topic of embedded finance and what it means for the industry. Grab your shoes, take a walk, and tune in now! To hear more from Hunter, visit financialexperiencepodcast.com.

About the Episode:

Looking to go the extra mile for your customers? Get expert tips from Corey Trujillo of American Financial Network as she shares customer success best practices, how to differentiate on experience, and what you can start doing today to get inside the minds of your customers.

About the Episode:

Digital Growth Institute Founder & CEO James Robert Lay joins Sue Woodard to discuss building “the growth team” to deliver a top-notch customer experience. Get your steps in and uncover why the majority of digital transformation projects are failing, and what you can do to ensure success. To learn more, snag your own copy of James Robert Lay’s newest book: https://www.digitalgrowth.com/banking-on-digital-growth-book

About the Episode:

Walk a mile with Total Expert Chief Customer Officer Sue Woodard and founder of THRIVE Strategic Services Anne Legg. They cover all things related to leveraging your data to deliver exceptional customer and member experiences as well as best practices to set up your internal teams for change. To learn more about THRIVE Strategic Services, visit anneleggTHRIVE.com.

About the Episode:

Grab your shoes, embrace the great outdoors, and take a walk with Sue Woodard and Michael Guidotti of American Pacific Mortgage. They’ll break down some of the biggest changes to the digital lending experience and what’s helping American Pacific Mortgage stay connected with their customers.

About the Episode:

Step outside and join Sue Woodard and Brittany Hodak for the first episode of Fresh Takes! 2020 was a wild ride and impacted the customer (and employee) experience in more ways than one. So, what does that mean for the year ahead? They unpack this and more, plus Brittany shares what she’ll be focused on in her new role as Chief Experience Officer.

About the Episode

Consumers are seeking a trusted financial advisor who can educate them as they make critical financial decisions. And building that trust (and keeping it) is the foundation for a lifelong partnership. As Total Expert Founder & CEO Joe Welu says, “Every interaction with your brand or your people either builds trust or erodes it.” What systems does your financial brand have in place to ensure you’re building trust and delivering a seamless customer journey? In this episode, Joe Welu and our Chief Customer Officer Sue Woodard dive into this and more.

About the Episode

When communicating with your customers or members, are you selling a product or an outcome? The difference between these 2 approaches is crucial when engaging with consumers and coming from a place that has their financial wellness in mind. Total Expert Founder & CEO Joe Welu and Chief Customer Officer Sue Woodard discuss what this looks like in practice and how financial institutions can position their customers and members for long-term financial success.

About the Episode

Leading financial organizations that are out-pacing their competitors follow a no-limit mindset. They continue to push the boundaries, redefine what their organization is capable of, and exceed their customer’s expectations. But what’s the secret to reaching this mindset? Total Expert Founder & CEO Joe Welu and Chief Customer Officer Sue Woodard break it down in this episode of Expert Insights.

About the Episode:

Financial institutions can have superior messaging and a clear purpose, but to truly accelerate, they must ensure the right steps are being taken to communicate their message across all touch points with customers and potential customers. Total Expert Founder & CEO Joe Welu and Chief Customer Officer Sue Woodard discuss what it means to put action behind your purpose and deliver a consistent experience that builds loyalty.

About the Episode:

In a year unlike any other, financial institutions have been forced to innovate and take a new approach with their customer relationships. Financial institutions are being grouped into 1 of 2 categories: reactive vs. proactive. Total Expert Founder & CEO Joe Welu and Chief Customer Officer Sue Woodard break down how to make the most out of 2020 and position your brand for success today – and well into the future.

About the Episode:

Customer loyalty has taken on a new meaning and become more important as the industry evolves and financial institutions uncover the true value of lifetime loyalty. In turn, financial institutions must take a closer look at their loyalty strategy starting with the very first interaction with a customer – and throughout the entire lifecycle. Total Expert Founder & CEO Joe Welu and Chief Customer Officer Sue Woodard outline key steps to map out the customer journey and increase loyalty.