Customer Experience & the Home-buying Journey
The homebuyer journey starts with a dream, long before the first meeting with a housing professional. Understanding the homebuyer’s path from start to finish is imperative in providing a successful and fulfilling customer experience. In this webinar, Kristin Messerli and Sarah Vita of Cultural Outreach will go through the homebuying journey map, from the planning stage to closing, and recommend resources and educational materials that you can share with your clients to support them through the home-buying process. Kristin Messerli is the founder of Cultural Outreach and the digital mortgage platform, Ardley, and she is a national speaker on adapting to cultural shifts in housing and finance. As a former social worker, Kristin applies therapeutic principles to help professionals understand how to communicate and build trust with a generation of skeptical consumers. Kristin has spoken at hundreds of conferences and events, including the Mortgage Bankers Association and Harvard Business School, and she has consulted for over 50 lenders in the US, including Wells Fargo, Quicken Loans, and TD Bank. Kristin is committed to her mission to reduce wealth inequality and democratize access to financial freedom and security. Sarah Vita is passionate about bridging the gap between consumers and professionals. She leads creative projects around inclusive design and strategies to connect with today’s young and diverse consumers through events and content. She has spoken at a variety of conferences, including the HousingWire Engage marketing conference, on topics related to millennial marketing, recruitment and retention, and social media. She also manages market outreach strategies for lenders across the country and is previously the assistant editor for Mortgage Women Magazine.