Want the Gold Standard in Customer Service for Mortgage Origination? Turn to American Financial Network and Experience.com (Formerly SocialSurvey)! AFN, after only 27 weeks, has nearly 1,850 Reviews shared online nearly 8,000 times!
The risky thing about asking people their opinion is they are likely to give it to you. And you might not like what you hear. That is how most customers feel when they get started with Experience.com (Formerly SocialSurvey).
It’s time to shake off that worry! If you measure it, it will improve. If you measure and share the results socially, it will improve, FAST!
AFN, after only 27 weeks, has posted incredible results, including nearly 1,850 completed reviews and a 4.8 (out of 5) customer satisfaction score.
What is AFN doing with all of this great customer data? A Lot!
Much of the activity is automated by the Experience.com (Formerly SocialSurvey) Enterprise Reputation Software. Corey Trujillo, AFN’s Vice President of Marketing, describes Experience.com (Formerly SocialSurvey)’s impact:
“At AFN, getting 5 star reviews is the easy part. The challenge is how to share these reviews across the Internet via social media in an organized and trackable fashion, with SEO links back to the individual LO and Branches. Thanks to Social Survey, the process is fully automatic. Even when our people are less engaged than we want, it works on their behalf. We love the added compliance features and Customer Service workflows as well. Sharing our success is easy with Social Survey!”
AFN is taking a proactive approach to the use of new tools. John Sherman, President, affirms:
“This is one of many tools we provide to our sales teams in our commitment to empower them to be technology forward and ready for the millennial age of online shopping and those who research for online reputation as part of the shopping process.”
AFN is making the most of the tool’s features. COO Jon Gwin adds:
“We are very pleased with the customer response, satisfaction, and results that rise to an incredible net promoter score, making Social Survey an invaluable tool. We use the tool in many different ways, including feedback for leaders, feedback for future borrowers, and feedback for any potential areas of improvement. In the service industry, any feedback from customers allows us to make the borrower experience better with every transaction. The stellar results speak for themselves.”
Experience.com (Formerly SocialSurvey)’s automation capabilities earn a lot of “wows”! By connecting to the company’s loan origination system, surveys are sent to customers automatically. If customers are happy, Experience.com (Formerly SocialSurvey) will share their comments across multiple social media channels, websites, and feeds. If they are unhappy, the concerns move to the company’s complaint resolution process where a customer care professional can fix the problem before the customer complaint can hurt the company’s online reputation online.
Experience.com (Formerly SocialSurvey) also has advanced workflows to enhance a company’s Yelp, Zillow, or Google reviews. As an efficient enterprise tool, it thoroughly manages a company’s reputation and monitors the online social activity of the company’s employees.
Customizing the system is easy. While Experience.com (Formerly SocialSurvey) automates most of the online activity, Corey and her team add more value to the mix. For instance, AFN includes:

  1. monthly and annual customer satisfaction leader awards,
  2. additional recognition on Twitter and Facebook pages,
  3. sends their happiest customers to Zillow reviews, and
  4. messages to constantly recognize top performers.

Experience.com (Formerly SocialSurvey) is a complete solution to business performance improvement. By training people to take advantage of it and keeping regional and branch managers up to date on performance, the entire company achieves better results with each month!
Learn how Experience.com (Formerly SocialSurvey) can help you. You’ll be saying “wow” in no time! For a 3 minute video demo, contact us to schedule a private demo.

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