Episode 2

Learning the voice of your customer with Kristin Messerli

Over the past 12 years, Kristin Messerli has become a leading expert on borrower psyche. As the founder of Cultural Outreach, she and her team worked directly with underserved borrowers, brainstorming solutions to bridge the gap between unbanked na underbanked consumers and lenders looking to serve first-time home buyers.

After Cultural Outreach was acquired by NAMMBA in December of 2020, Kristin was invited to join the Experience.com team as a VP of Sales and Financial Services where she continues to spearhead efforts to understand today's borrowers and help lenders map the strongest (and weakest) points of their borrower journey.

In this Episode

Dale and Kristin discuss...

The lack of understanding most lenders and originators have about the typical borrower's needs, wants, and desires
The importance of building touch points into your borrower journey to allow customers to voice their honest opinions
The critical role originators still play as advisors to their borrowers and partners
Why creating personalized loan options is essential to gaining borrower trust and confidence
Presenting yourself as an expert and trusted advisor to borrowers in a post-pandemic world
Setting yourself apart by finding unique ways to celebrate your customers' throughout the lending process

Soundbites

"Safety, transparency, collaboration, choice, and empowerment are great things to keep in mind across the whole [lending] process, just to make sure that you provide the best customer experience." — Kristin Messerli

"If the customer just feels like they have a voice....it gives the customer a sense of empowerment and that they can participate in building a better customer experience for themselves." — Kristin Messerli

"We need to rely on technology a lot for efficiency and effectiveness and you know, all of that. But I think that there still always needs to be someone who is going to be that really trusted advisor to talk through the process." — Kristin Messerli