customer experience

How to create a truly exceptional customer experience?

In today’s increasingly competitive economy, it is no longer good enough to simply offer a great product or great value alone. If you have a big ambition to have something different and stand out, your business must strive to create a memorable customer experience. There’s data to back this up too, 86% of buyers are willing to pay more for a great customer experience. 

How effective you are at creating an experience defines your ability to retain existing clients and attract new ones. In some ways, the experience brings customers and your business closer together. 

Walt Disney once said, “Whatever you do, do it well. Do it so well that when people see you do it, they will want to come back and see you do it again, and they will want to bring others and show them how well you do what you do.”

Therein lies an opportunity to adopt technology to revolutionise customer experience and accelerate the speed of business. Let’s discover the principles behind lead management systems that help mortgage brokers to reimagine customer experience on a daily basis. 

Simplify where others complicate

“The definition of genius is taking the complex and making it simple” – Albert Einstein. 

Complexity is a problem, particularly for the mortgage brokers who are already overworked and stressed about their workload. Clients also want to take the shortest path instead of having to go through a gruelling process. 

We all love simplicity so it goes without saying that our processes should be as lean as possible. When a lead goes through an efficient system, it is guided and nurtured through the core stages. There are no extraneous loops or redundancies and no wasted resources. Both the lead and the broker are only presented with what is relevant and what really matters. 

Even better, the admin tasks are done with the help of automation such as follow-up reminders and personalised email campaigns. As a result, brokers can free up time for other endeavours, preventing them from losing opportunities. 

We dare say simplicity is where the world is heading right now so you may as well psych yourself up for it. The simpler the process, the faster the lead will convert meaning the more people you can impact. 

Prioritise people

Everything in life comes down to people and relationships. In order to build an army of evangelists that is deep and wide, be there for your customers at every step of the way and focus on what you can do for them. 

Some mortgage brokers make it a priority to get to know their customers before getting down to business and they are always up for a chat. We think that is really great! It is always important to communicate one-on-one with whom you’re providing a service. Building trust and a relationship is integral to the whole process. 

But where do they find the hours to make it happen? Get a system that can create the experience, if you ask us. For example: a lead management system works 24/7 and is always so pumped to help clients and respond immediately to their questions. It collects, organises data and extracts insight from them to help you better understand your clients. It also makes it easy for you to create a dialogue and connect with them.

Perhaps the service is the by-product of these interactions. Cultivating relationships not only leads to more success and growth but also to more fulfillment and joy in your career.

Take care of miscellaneous details 

For mortgage brokers, managing the day-to-day operations and trying to broaden your reach is a constantly shifting beast. We often feel guilty when customer experience gets pushed down the priority list. But we do believe that it’s 100% possible with the help of technology. 

To create a truly immersive experience, details really really matter.

You want to create a unique way of taking an experience meant for everyone and personalising it for the individual. Every aspect of your business should be meticulously planned out, whether it be putting your logo on all touch points, sending relevant messaging, touching base with clients or congratulating them on move-in day. 

Everything is by design. For example, you want a professional branded consumer portal that dictates how clients should feel when working with your brand: a sense of structure and efficiency with visually satisfying and clear instructions. It is where clients are able to upload required documents, see their progress, send feedback and interact with the broker. 

With a lead management platform, you can go through the details of your customer interactions. From then, you will be better informed to create intentional interactions and to remove the things that will hurt the customer experience. Think: How can I create a personal connection between my brand and the client?  

A good eye for details combined with technical ability will exceed above the rest. 


A memorable customer experience creates a durable competitive advantage that builds your brand power and a long-term business strategy. It can be facilitated by the right lead management platform that simplifies your work process, makes your clients a top priority and takes care of all the details. 

There is no need to put yourself under too much pressure to do absolutely everything all the time. You can still get out there and promote yourself to other people. Allow us to introduce you to Effi – a never-before-seen lead management solution designed specifically to help mortgage brokers enhance customer experience. 

More importantly, the Effi technology itself never stops developing and is constantly pushing boundaries of what is possible for your business. Not only does it reduce your admin time by half and double your capacity for growth, it also helps deliver the best customer experience. Why don’t you see it for yourself? Get a 14-day free trial on Effi today.