Whether it’s online shop fronts, downloadable information, or mobile apps, digital technology has progressively filtered its way into our lives, shaping the way that we connect, communicate and operate.
You’d be hard pressed to interact with any major service provider these days without being presented with some kind of digital offering as part of the customer experience.
Whether it’s online shop fronts, downloadable information, or mobile apps, digital technology has progressively filtered its way into our lives, shaping the way that we connect, communicate and operate.
No industry is immune to its influence – and that includes mortgages.
While the thought of increasing digitalisation in the mortgage space may rattle some brokers, my advice would be: don’t fear digital. Instead, channel your efforts into determining how you can leverage it to enhance your service proposition and deliver value for your clients:
Look before you leap
If you’re in unfamiliar territory, start out slowly and take a ‘test and learn’ approach. Perhaps focus on one or two digital plays to complement your existing offering. Initially, this could be as simple as trying video consultations via mobile, or integrating basic educational tools onto your website.
Think about it from your clients’ perspective – how can you make life easier for them? Digital doesn’t have to be complex to be effective.
Know your customer
Digital is a powerful enabler, and it can be all too easy to get caught up in the possibilities it presents. But remember to keep sight of the reason you’re on the digital path – improving the client experience.
Talk to your clients, listen to their feedback, and understand what value means to them.
Digital is only one part of the advice equation, with demand still out there for traditional channels, as well as a hybrid approach. Harnessing client insights will help you carve out a modular proposition that can readily be adapted and tailored to the needs of the individual.
Stay agile
Finally, remain agile in the face of change. The environment we’re operating in is constantly evolving – fast – and requires a flexible approach to forward planning. Keep on top of customer, market and technology trends, review your offering regularly, and be prepared to adapt as necessary to stay ahead of the curve.
Digital may feel like unfamiliar territory initially, but it won’t stay that way for long.
Once you learn to navigate digital waters, you’ll be well positioned to take advantage of the myriad opportunities on offer, simultaneously delivering long-term benefits for your business and for your clients.
