{"id":20863,"date":"2025-09-01T09:41:35","date_gmt":"2025-09-01T09:41:35","guid":{"rendered":"https:\/\/try.experience.com\/resources\/?p=20863"},"modified":"2025-09-03T17:05:19","modified_gmt":"2025-09-03T17:05:19","slug":"ruoff-mortgage-elevating-customer-experience-and-visibility-with-experience-com","status":"publish","type":"post","link":"https:\/\/try.experience.com\/resources\/ruoff-mortgage-elevating-customer-experience-and-visibility-with-experience-com\/","title":{"rendered":"Ruoff Mortgage: Elevating Customer Experience and Visibility with Experience.com"},"content":{"rendered":"\n<h3 class=\"wp-block-heading\"><strong>Building a Culture of Customer-First Service<\/strong><\/h3>\n\n\n\n<p>For Ruoff Mortgage, success isn\u2019t just about closing loans\u2014it\u2019s about nurturing lifelong relationships with clients. A family-owned mortgage company led by CEO Mark Music and President Blake Music, Ruoff has embedded customer satisfaction into the DNA of its business.<\/p>\n\n\n\n<p>As Leah Schoenle, their Director of Partnerships and PR, explains:<\/p>\n\n\n\n<p>\u201cIt really starts with our leadership. Mark is very, very focused on customer satisfaction and the overall customer experience from the beginning of the loan all the way through closing. And then, after the fact as well, we continue to gather that customer feedback even after the loan has closed\u2026 retain that rapport with our clients through the life cycle of a loan.\u201d<\/p>\n\n\n\n<p>This philosophy drives not only how Ruoff operates internally but also how their 600+ loan officers engage with clients every day: with a \u201chands-on, any-day-is-okay\u201d mindset, supported by innovative technology and fast turnaround times, and of course, Experience.com!<\/p>\n\n\n\n<div style=\"position:relative; padding-bottom:56.25%; height:0; overflow:hidden; max-width:100%; background:#000;\">\n  <iframe\n    src=\"https:\/\/www.youtube.com\/embed\/MvF2slY7UBI\"\n    style=\"position:absolute; top:0; left:0; width:100%; height:100%; border:0;\"\n    allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\"\n    allowfullscreen data-cookieconsent=\"necessary\">\n  <\/iframe>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>From Reputation Management to Market Visibility<\/strong><\/h3>\n\n\n\n<p>When Ruoff partnered with Experience.com, the goal was to deepen its reputation management efforts while amplifying its online visibility. The results have been remarkable:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Over 50,000 reviews collected<\/strong><strong><br><\/strong><\/li>\n\n\n\n<li><strong>An extraordinary 4.93 average rating across all profiles<\/strong><strong><br><\/strong><\/li>\n\n\n\n<li><strong>53 loan officers ranked #1 in their zip codes<\/strong><strong><br><\/strong><\/li>\n\n\n\n<li><strong>124 loan officers in the top 5% nationwide<\/strong><strong><br><\/strong><\/li>\n\n\n\n<li><strong>20 loan officers recognized in the Top 500 nationally, including two in the Top 10 overall<\/strong><\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/tryexperienstg.wpengine.com\/resources\/wp-content\/uploads\/sites\/4\/2025\/08\/celebration-gif.gif\" alt=\"image showing minions celebrating\" class=\"wp-image-20862\"\/><\/figure>\n\n\n\n<p>Allen Johnson, their VP of Customer Experience, explains the impact:<\/p>\n\n\n\n<p>\u201c<strong>Having the online presence and visibility that Experience.com has helped us to dramatically increase is wonderful.<\/strong> In all the communities we serve, we have very large markets like Indianapolis, but we also have smaller communities.&nbsp;<\/p>\n\n\n\n<p>And so <strong>we are coming up in the 3-Pack on Google<\/strong>. We are <strong>coming up on top <\/strong>when you look at the Experience.com Top 10 loan officers, etc.&nbsp;<\/p>\n\n\n\n<p>That visibility, that presence, is definitely leading to two things: one, it\u2019s <strong>driving organic traffic and business<\/strong>, and two, it also <strong>helps with our reputation management<\/strong>, because even though we have many of our clients that are referred to us, they\u2019ll still Google you.\u201d<\/p>\n\n\n\n<p>This trust and visibility has directly translated into inbound leads. Loan officers routinely receive calls from clients who \u201cfound them online\u201d, proof that Experience.com\u2019s integration with Google and its focus on search visibility are delivering ROI beyond just brand building.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>The Power of Personal Branding and Healthy Competition<\/strong><\/h3>\n\n\n\n<p>One of the most transformative impacts of Experience.com has been on the personal branding of Ruoff\u2019s loan officers.<\/p>\n\n\n\n<p>Take <strong>Nicholas Boucher<\/strong>, Ruoff\u2019s top performer:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Search Rank Score (SRS): 839<\/strong> (an elite ranking on Experience.com\u2019s 850-point scale)<br><\/li>\n\n\n\n<li><strong>40,000+ online impressions<\/strong><strong><br><\/strong><\/li>\n\n\n\n<li><strong>3,000+ profile views in just three months<\/strong><strong><br><\/strong><\/li>\n\n\n\n<li><strong>776 Google interactions<\/strong><\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXfWwcV_LgZaAkqBXHej3PdHbs5dnfXNfGoHmHAykNXde4IhxOewWxmp8Kv0felHKE82lToXo1NykFhZ360MHPS9ghWXLizQ_3vgIDk2EHVxZOhs98_zd_GPM_SOfohnn-iPFczdHg?key=7ptIW9nrAJTPA8BhQON4Yg\" alt=\"Image showing the Search Rank Platform profile of Nicholas Boucher\"\/><\/figure>\n\n\n\n<p>Nicholas consistently ranks among the Top 10 nationally, and is currently #1 among Ruoff loan officers. His online presence is about trust; he uses his Experience.com profile as a digital business card, sending prospects to view not only his 5-star reviews but also photos with clients at closings and moments with his family.<\/p>\n\n\n\n<p>Allen Johnson explains how this personal approach scales:<\/p>\n\n\n\n<p>\u201cNick was an early adopter. So when we onboarded with Experience.com, he was eager to learn about all the capabilities and use the tools, even before I was able to do all the training. When he meets new people, he\u2019ll be quick to point them to say, \u2018Hey, go check me out online. Go look at my Experience.com page.\u2019 He sends them the link so that they can see his reviews, and also, he\u2019s got pictures of him at closings with clients, he\u2019s got pictures with him with his family, and just wants to show people that it\u2019s more than just a transaction.\u201d<\/p>\n\n\n\n<p>The numbers speak volumes: <strong>nine Ruoff loan officers now hold Search Rank Scores above 800<\/strong>, and <strong>50 others above 700, <\/strong>putting them in elite company nationwide. This example set the tone for the wider team.&nbsp;<\/p>\n\n\n\n<p>\u201cAlmost any week we have three to five loan officers that flip-flop in terms of that. It\u2019s kind of created a competition,\u201d Allen says. \u201cYou know, they see the value and the benefit.\u201d<\/p>\n\n\n\n<p>This consistency across the team showcases how Experience.com has shifted online visibility from an individual advantage into a company-wide strength.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-text-align-center\"><strong>To witness extraordinary results like this and fuel unlimited GROWTH yourself, <\/strong><a href=\"https:\/\/app.experience.com\/user\/signup\/?utm_source=resource_centre&amp;utm_medium=article&amp;utm_campaign=content\" target=\"_blank\" rel=\"noopener\"><strong><em>get started with Experience.com\u2019s Search Rank Platform today<\/em><\/strong><\/a><strong>!<\/strong><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Adoption Through Training and Intentionality<\/strong><\/h3>\n\n\n\n<p>Ruoff\u2019s leadership ensured the rollout of Experience.com was not just a software switch but a cultural shift. During onboarding, they hosted <strong>70+ training events<\/strong> (many in person) to help loan officers understand the simplicity and value of the platform.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXebJ1ovmxN19NK6FABW8b0C6LrlnzBjslJhr779LEZO_iy5q7cpSh-i0uuQHtc3LPmI57760honXQuq4wtinF31JkRuod3_Z0Q-UdfmsMTDVVZ2IzK5Wyx04ywr_0xTDFbXz_0EGQ?key=7ptIW9nrAJTPA8BhQON4Yg\" alt=\"Graphic image showing training\"\/><\/figure>\n\n\n\n<p>Allen reflects on the approach:<\/p>\n\n\n\n<p>\u201cWhen we onboarded with Experience.com, <strong>we were all in<\/strong>. Once we did onboard, that meant that we were very intentional about providing a lot of training.When we onboarded, and there were no less than 70-plus events we did, and many were in-person so that we could get the hands-on adoption, because it was so drastically different than what we had had before. And again, showing them how simple the platform is to use. And then, it\u2019s really not just about the effort, it\u2019s just about the intentionality to use it.\u201d<\/p>\n\n\n\n<p>He adds:<\/p>\n\n\n\n<p>\u201cTake three to five more minutes and make sure you\u2019re also optimizing Experience.com and Google. \u2018Have I had any reviews in the last week? Do I have any new photos from closings or customer appreciation events I was in? Is there some content that I\u2019d like to make in terms of a Google post?\u2019\u201d<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXex6Uy248ixo1zMrpB7_RY5Au7VRlojA7VV6PQfkVZsBC1MRAwHe3FQxNgbwhR2H9xY2BbvMpd1uClK_9HcXMIOplhnQou54l9qRkf3S7RYURmEz7BibBwj4lIhJza0UJ1uSsc-DA?key=7ptIW9nrAJTPA8BhQON4Yg\" alt=\"Image showing notification on the Search rank Game about a new review\"\/><\/figure>\n\n\n\n<p>This intentionality has led to consistent, small daily actions that yield significant returns. Loan officers routinely report hearing from new clients who discovered them online, sometimes leaving voicemails saying they found them on Google!<\/p>\n\n\n\n<p>As Allen puts it: \u201cSmall investment is like planting seeds. And eventually those seeds are going to turn into a harvest, which is gonna turn into a lead like that phone call.\u201d<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>ROI in Numbers:<\/strong><\/h3>\n\n\n\n<p>The ROI from Experience.com is in how it arms Ruoff\u2019s professionals with all the right tools, and is quantifiable and compelling:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Total Reviews: <\/strong>Ruoff boasts a very high number of reviews in their organization: over 51,000 reviews with a high 4.93 average score. This shows their dedication in providing excellent customer satisfaction, and collecting all these reviews leveraging Experience.com\u2019s platform.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image is-resized\"><img decoding=\"async\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXeS4_WG4lZjyG4T41Q8oi54DWmwi7ao3bK3fseWGUFQo73q76aMffeXc5fv1bQ1qEClLPpKaNWdkXPCUqAMeI-v0NyI9-TdKsbqFB5MYza1MvEshOJc0GjbQ01_ibArByIhdg0Z?key=7ptIW9nrAJTPA8BhQON4Yg\" alt=\"Image showing total reviews Ruoff received\" style=\"width:500px\"\/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Review Response Rate Doubled<\/strong>: With their previous provider, Ruoff achieved a 30% response rate, which they thought was brilliant to begin with. But once they onboarded with Experience.com, they now average <strong>over 60% company-wide<\/strong>, with some loan officers achieving <strong>80% response rates<\/strong>. This is extraordinary by industry standards, which states that <a href=\"https:\/\/ravecapture.com\/whats-a-good-response-rate-for-reviews\/\" target=\"_blank\" rel=\"noopener\">anything above 10% is a high response rate<\/a>.&nbsp;<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image is-resized\"><img decoding=\"async\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXfeHgXmD_DVhz9XgJBVDFPAlYuUMXkpK77-L5kg5xKJlWRgcfXLqpvlp17L0urOFRcaf8R3yv5JbMtcSl-Y_cFtCS7aOiiU3O08E8IxW5veCvWkHgQmwpZ2GocD0unrJOctiWU_?key=7ptIW9nrAJTPA8BhQON4Yg\" alt=\"Infographic showing the difference in response rate between previous provider and Experience.com\" style=\"width:500px\"\/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Website SEO Boosts<\/strong>: By working with Experience.com to identify gaps in their Web Analytics, Ruoff\u2019s IT team implemented adjustments that led to an <strong>average 100-point SRS increase across every loan officer<\/strong>. The Web Analytics feature helps professionals make their primary website more search optimized. So now it means that all Ruoff professionals have very visible and \u201cfindable\u201d websites\u201d.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image is-resized\"><img decoding=\"async\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXeVGza_sm1PKhEq0TB8_JYD48zOJnZuvAPFcIpuFwj2BOKXm7hcF26k3NlOb2b1qWrV1wwWHlgJ9MG_jy4UZGUpKVvBJL410QxfddySoUQMr4mgDs7uugY9Gb0-PDv9HChHqmt_Aw?key=7ptIW9nrAJTPA8BhQON4Yg\" alt=\"Image showing a high Web Analytics score\" style=\"width:500px\"\/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Increased Organic Leads<\/strong>: Loan officers consistently attribute new business to the improved visibility, reporting increased inbound calls and online inquiries. \u201cWe found you online\u201d or \u201cWe found you on Google\u201d has now become a common thing for them to hear<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image is-resized\"><img decoding=\"async\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXdGZmyczkknD7WIefcbhoCklqV8QAMxhsvLPje1gnp00eZur5Vz8a7LVpPioAWQaALSCSQ2HIH3S0jViyaCsnlaQNw25gKILZtunLdgoeUYg1Vzb2zJRU35hus7Im8rynLbVq_M?key=7ptIW9nrAJTPA8BhQON4Yg\" alt=\"Graphic image showing increase in leads and revenue\" style=\"width:500px\"\/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Extending the Win: Empowering Referral Partners<\/strong><\/h3>\n\n\n\n<p>Ruoff didn\u2019t stop at their own team. They\u2019ve used their learnings to empower their <strong>real estate referral partners<\/strong>, hosting <strong>25+ events with 450+ attendees<\/strong> to share strategies on online visibility.<\/p>\n\n\n\n<p>\u201cWhat we kind of emphasize on is making sure you\u2019re optimizing Experience.com and Google. This \u2018winning online\u2019 mentality, and this assistance that Experience.com has given us the tools and the knowledge, has taken it to where<strong> now we\u2019re sharing it with our referral partners<\/strong>. And this year, we\u2019ve hosted over 25 events, had over 450 attendees, where we\u2019ve been trying to share how they can win online too.\u201d<\/p>\n\n\n\n<p>This has positioned Ruoff not just as a mortgage leader, but as a thought leader in digital reputation for their ecosystem.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Looking Ahead: AI and Generative Search<\/strong><\/h3>\n\n\n\n<p>While they\u2019re thriving today, Ruoff has its eyes on the future. Allen notes:<\/p>\n\n\n\n<p>\u201cWith Experience.com&#8217;s partnership with Google, we&#8217;re looking forward to even further optimizing our Google presence. But also, the next thing is AI. And we&#8217;ve already begun partnering with you to start to talk about GEO, you know, Generative Engine Optimization, and put ourselves in position to be at the forefront of that.\u201d<\/p>\n\n\n\n<p>Their marketing team is already laying the groundwork, sending <strong>daily ready-to-use content ideas<\/strong> to loan officers, ensuring consistency and relevancy, exactly what future AI-driven search will reward.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-text-align-center\"><a href=\"https:\/\/try.experience.com\/resources\/ai-search-is-here\/\"><strong>AI Search Is Here. Are You Ready to Be Found?<\/strong><\/a><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>The Bottom Line<\/strong><\/h3>\n\n\n\n<p>Ruoff Mortgage\u2019s journey with Experience.com is a clear demonstration of how a <strong>customer-first culture, paired with the right technology, creates compounding ROI<\/strong>.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>50,000+ reviews at a 4.93 rating<\/strong><strong><br><\/strong><\/li>\n\n\n\n<li><strong>60\u201380% review response rates (double the industry norm)<\/strong><strong><br><\/strong><\/li>\n\n\n\n<li><strong>Nine loan officers with 800+ SRS and 50 above 700<\/strong><strong><br><\/strong><\/li>\n\n\n\n<li><strong>53 ranked #1 locally, 124 in the Top 5% nationwide<\/strong><strong><br><\/strong><\/li>\n\n\n\n<li><strong>Organic leads and inbound calls directly tied to Google visibility<\/strong><\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXebZdUuJaPsRMyNE6LZK3xiMXMuuQGBBstzfMFc3s7O_hUNr9722n9Qc81rdhgFXByI9h7CnaId3WtKchBFy_okwFv9cWA8GEbOFcVXbL-YcxPrZ5hrAlYascZGFfRbksdu_Bip?key=7ptIW9nrAJTPA8BhQON4Yg\" alt=\"Graphic image showing people celebrating\"\/><\/figure>\n\n\n\n<p>Allen Johnson summarizes it best:<\/p>\n\n\n\n<p>\u201cExperience.com has helped us take our core principle of customer experience and amplify it online\u2014building trust, attracting new clients, and giving us actionable feedback to improve. We\u2019ve doubled our review response rates, boosted visibility, and turned small intentional habits into major growth.\u201d<\/p>\n\n\n\n<p>He added:<\/p>\n\n\n\n<p>\u201cExperience.com has helped us take that core principle of providing a great customer experience, using it to share from a social presence, then using that to get even more voice of the customer, getting more of that actionable data, which then helps us to sharpen our own act, so to speak. And so we can get better in what we control. And then that, again, continues to help us to have a greater online visibility and the chance to attract, you know, new clients, as well as to reinforce those folks that have heard about us.\u201d<\/p>\n\n\n\n<p>Their combination of holistic culture and partnering with right techs have not only won them awards and industry recognition, but also helped them grow stronger, more authentic connections with customers in every community they serve.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-text-align-center\"><strong>Do not miss out on incredible results; <\/strong><a href=\"https:\/\/exp.experience.com\/request-a-demo\/?utm_source=resource_centre&amp;utm_medium=article&amp;utm_campaign=content\" target=\"_blank\" rel=\"noopener\"><strong>Schedule a call with our experts today<\/strong><\/a><strong>!<\/strong><\/h2>\n","protected":false},"excerpt":{"rendered":"<p>Building a Culture of Customer-First Service For Ruoff Mortgage, success isn\u2019t just about closing loans\u2014it\u2019s about nurturing lifelong relationships with clients. A family-owned mortgage company led by CEO Mark Music<\/p>\n<div><a href=\"https:\/\/try.experience.com\/resources\/ruoff-mortgage-elevating-customer-experience-and-visibility-with-experience-com\/\" class=\"exp-read-more exp-read-more-underlined\">Read More<\/a><\/div>\n","protected":false},"author":1,"featured_media":20866,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"wpb-single-post.php","format":"standard","meta":{"footnotes":""},"categories":[23],"tags":[],"solutions":[],"industries":[],"class_list":["post-20863","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-article"],"_links":{"self":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/posts\/20863","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/comments?post=20863"}],"version-history":[{"count":0,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/posts\/20863\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/media\/20866"}],"wp:attachment":[{"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/media?parent=20863"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/categories?post=20863"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/tags?post=20863"},{"taxonomy":"solutions","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/solutions?post=20863"},{"taxonomy":"industries","embeddable":true,"href":"https:\/\/try.experience.com\/resources\/wp-json\/wp\/v2\/industries?post=20863"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}