Fresh Takes by Total Expert

There's no shortage of consumer data but the real question is, “How does your organization access and act on that data?” Listen in to FinLocker President and COO Brian Vieaux and our own Sue Woodard for data best practices and how to serve up personalized recommendations throughout your customers' financial journey.

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.

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.

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.

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.

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.

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.

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/.

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.

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.

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.

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

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.

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.

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.