Brands have to be smarter than ever in order to successfully drive sales and inquiries, as clients are presented with much more choice today than they used to be. Loan officers have to harness every possible platform—social media, their website, mobile optimization, and face-to-face interaction. Here’s how to go above and beyond when it comes to client experience.

Build a Community

Try creating a community of clients on your social media channels. To start, get a dialogue going with prospects and nurture them so that they become longstanding customers. This can be done by encouraging people to follow or like your posts. Do this via competitions or by posting “sharable” content – tips on how one can save money, for example.

Also take advantage of email marketing. Using email and SMS to encourage your clients to sign up to your newsletters, or opt-in. This way you can keep them updated and build on your community. With automated emails, for example, you can create a way to automatically check-in on them once in a while. You basically need to offer your community something of value – advice, discounts, and essential information that they can only get from you.

Stand Out from Your Competitors

As a loan officer, you’ll have competition, that’s inevitable. But you can stand out by offering a unique client experience. Offer clients a clear and concise message of what you can do for them. Consistent branding and regular updated content on your website is a good start.

Be certain to also offer your employees a great experience too. You’ll get the best out of your staff if they’re treated fairly and are happy. This will ultimately contribute to a positive client experience in the long run. Share all the positive feedback and reviews with your clients – this will encourage prospects to look you up and potentially inquire about your services.

Listen Carefully

What do your clients think about your website? Listen to what your clients are saying about you as it’s important to change anything that needs improving or updating. Gather together any noteworthy feedback and use it to enhance your clients’ experience.

Clients want to know that their feedback has been considered, so acknowledge their comments and ideas by taking action. This could help improve the products and services you offer and it’ll boost customer satisfaction for sure. You can also share any improvements or updates you’ve made with your community to help keep them in the loop.

Think Outside the Box

Like we discussed earlier, you’ll have competition. They’ll be offering your clients just as much as what you can most of the time. That’s why it’s essential to try and deliver the unexpected, think outside the box, and offer them what they didn’t even know they needed.

To truly nail this, you’ll need to anticipate what your customers are likely to want and need, based on what you already know about them. Tailor your services to their needs and understand exactly what the client has come to you for.

How do you go above and beyond when it comes to client experience? Is there one single tool or strategy that you use?