OPTIMIZING RESOLUTIONS: KNOWING WHAT TO DO WITH THE CUES BORROWERS GIVE YOU

This talk will elaborate on the concept of matching your communications to your borrowers’ personalities and situations to achieve maximum response rates and conversion.  We will discuss how to defuse emotional responses to keep your customer focused on your message, the factors that influence consumer decision-making and how to leverage your knowledge of customer segments to tailor your message.  We will also review behavioral sciences-based research methods to illustrate how to test the application of these concepts.