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Monthly Archives: February 2014

Maybe You Shouldn’t Do It That Way

February 27, 2014 |

By Scott Kersnar

Tackle compliance with the new Equal Credit Quality Act rule internally, or turn the whole thing over to a vendor? These days more and more companies are letting their vendor handle regulatory compliance for them. For many … Read More

Beyond ‘Qualifying’ Borrowers: Algorithms to Help them make Smart Choices

February 27, 2014 |

By Scott Kersnar

Like a lot of English majors, I am fascinated by higher mathematics that I don’t understand. For instance, the very word algorithm is magical to me—especially when we’re talking “randomized algorithms” that incorporate random input. Somehow I … Read More

Lead with Value

February 27, 2014 |

By Scott Kersnar

When the old Fuller Brush salesmen went from door to door, they always handed people a little brush for free. For those of us who remember when door-to-door selling was commonplace, the free-brush gesture remains the hallmark … Read More

Return of the Podcast

February 26, 2014 |

By Rick Grant

Anyone who knows me knows that I’ve been a proponent of audio podcasting for many years. It’s one thing to write about industry leaders and tell the stories about what they’ve accomplished, but it falls far short, … Read More

Should You Have a Mobile App?

February 24, 2014 |

By Rick Grant

In a previous post, I suggested that the home finance industry, along with most of the banking community, would likely miss out on the three biggest trends to impact customer service in 2014 — and just when … Read More

The Cloud Trend Our Industry Will Miss Out On

February 24, 2014 |

By Rick Grant

In a previous post, I mentioned how I was reading the Front Office department in Customer Relationship Magazine, where David Myron, the editorial director for publication, was talking about three customer service trends that he sees coming … Read More

Customer service trends mortgage lenders will miss out on in 2014

February 20, 2014 |

By Rick Grant

Recently, I was reading the Front Office department in Customer Relationship Magazine. David Myron, the editorial director for publication, was talking about three customer service trends that he sees coming down in 2014. I had to agree … Read More

By Way of Introduction

February 18, 2014 |

By Rick Grant & Scott Kersnar

We recently found ourselves talking about a nurse who complained that she now finds herself chained to a scanner, instead of spending most of her time with patients, because the medical facility … Read More