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Fintech solutions continue to evolve with competitors on the rise, machine-learning disruption, data privacy rights and consumer-centric needs. As larger financial institutions acquire and scale product development, smaller firms appear to be trailing behind improving mortgage experiences across their organizations. When mortgage services are offered inside a large banking ecosystem, performance takes the backseat because client retention relies on existing brand equity and market share.
The digital experience continues to encompass even more touchpoints to surprise and delight, yet human behavior remains driven by emotional decision making, fearing intrusive assumptions about debt, wealth and stability in their customer profile. With high brand affinity and industry topping awards in customer satisfaction, Rocket Mortgage has stepped in as an affiliate to improve client retention through exclusive partnerships through agent localization.
