As rates remain low and competition high, is it finally time to figure out how to delight and keep your customers once they close on their home loan?

Yes. The industry is long known to get the customer in the door and to a large degree, forget about them. This has to evolve. Sure, it does cost money when the customer calls, but it costs more to get a new one. The future winners of the servicing space will have an ongoing customer base the stays with them at a much higher clip than today’s average of around 15 -25% retention rates. Those innovators will create tools and capabilities that keep the customer tethered to them well after the closing. There are many ways to do this and many small start-ups focusing on this space that will change customer expectations in the future about what their servicer should be providing for them after they close. Keep these customers happy with value added tools and services and keep the customer!