About this video

In a world of infinite choices at your borrowers’ fingertips, capturing their repeat business might seem far-fetched—but you’ll be surprised to know you already have what it takes to make this happen. In this video, presented by AAPL’s Education Committee, you will learn:

  • What “customer experience” actually means
  • The power of 5%
  • How to identify the basics of measuring experience
  • How to build your own customer experience strategy