Transforming Mortgage Origination with American Financial Network and Experience.com: A Success Story
When it comes to providing the gold standard in customer service for mortgage origination, American Financial Network (AFN) and Experience.com are leading the way. In just 27 weeks, AFN has received an astounding 1,850 online reviews, which have been shared nearly 8,000 times. This remarkable success story showcases the power of measuring and sharing customer feedback to drive rapid improvement.
AFN’s commitment to delivering exceptional customer service is exemplified by their impressive 4.8 out of 5 customer satisfaction score, based on the nearly 1,850 completed reviews. Leveraging the Experience.com Enterprise Reputation Software, AFN has effectively harnessed this valuable customer data to drive their business forward.
Corey Trujillo, AFN’s Vice President of Marketing, highlights the impact of Experience.com: “At AFN, obtaining 5-star reviews is the easy part. The challenge lies in effectively sharing these reviews across the internet via social media platforms in an organized and trackable manner, with SEO links back to our individual loan officers and branches. Thanks to Experience.com, this process is fully automated. Even during periods of less engagement from our team, it continues to work on our behalf. We appreciate the added compliance features and customer service workflows. Sharing our success has become effortless with Experience.com!”
AFN’s proactive approach to embracing new tools has been instrumental in empowering their sales teams to thrive in the digital age of online shopping and reputation research. John Sherman, President of AFN, emphasizes this commitment: “Experience.com is one of the many tools we provide to our sales teams, demonstrating our dedication to being technology-forward and prepared for the needs of millennial consumers.”
COO Jon Gwin further emphasizes AFN’s satisfaction with Experience.com’s features: “We are extremely pleased with the positive customer response, satisfaction, and results, reflected in an incredible net promoter score. Experience.com has become an invaluable tool for us. We utilize it in various ways, including gathering feedback for our leaders, insights for future borrowers, and identifying potential areas for improvement. In the service industry, feedback from customers allows us to continually enhance the borrower experience with each transaction. The outstanding results speak volumes.”
Experience.com’s automation capabilities have elicited resounding praise. By seamlessly integrating with AFN’s loan origination system, surveys are automatically sent to customers. Positive feedback is shared across multiple social media channels, websites, and feeds, bolstering AFN’s online reputation. In cases where customers express dissatisfaction, Experience.com swiftly moves their concerns to the company’s complaint resolution process, enabling dedicated customer care professionals to address and resolve issues before they impact AFN’s online reputation.
Furthermore, Experience.com provides advanced workflows to enhance AFN’s presence on platforms such as Yelp, Zillow, and Google reviews. As an efficient enterprise tool, it effectively manages the company’s reputation and monitors the social activity of AFN’s employees.
While Experience.com automates the majority of online activities, AFN’s team, led by Corey and her colleagues, adds further value to the system. They implement monthly and annual customer satisfaction leader awards, offer additional recognition on Twitter and Facebook pages, guide their happiest customers to leave reviews on Zillow, and continually acknowledge top performers through personalized messages. By customizing the system to suit their needs, AFN maximizes the benefits of Experience.com.
Experience.com serves as a comprehensive solution for improving business performance. By training employees to leverage its capabilities and keeping regional and branch managers informed of performance metrics, AFN achieves increasingly better results each month.
Discover how Experience.com can revolutionize your business. Get ready to be amazed! Contact us to schedule a private demo and experience the “wow” factor within just three minutes.
