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Episode Summary:

CEO and Founder of Total Expert, Joe Welu reflects on the evolution of customer expectations in the financial services industry over the past seven years. He emphasizes the importance of customer retention and loyalty, highlighting how data and technology can enhance customer engagement.

Three Key Takeaways:

1. Client Retention Is the New Battleground

Most lenders retain less than 20% of past clients, while leaders like Rocket approach 85%. The difference isn’t just in technology—it’s in having a consistent, disciplined customer journey that starts before the next transaction is even on the radar.

2. Consistency Beats Complexity

Top-performing LOs and lenders win not by doing more, but by doing the right things consistently—like building automated, intelligent customer journeys that trigger the right message at the right time, without relying on manual follow-up.

3. You Don’t Need a Call Center to Compete

With today’s tech, even individual originators can run plays that mimic large, high-retention teams—thanks to tools that automate outreach, monitor customer intent, and surface high-value opportunities already in your database.

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