Award-winning entrepreneur, author, and customer experience speaker Brittany Hodak joins us on Loan Officer Impact. Brittany has delivered keynotes across the globe to organizations, including American Express and the United Nations. She has worked with some of the world’s biggest brands and entertainers, including Walmart, Disney, Katy Perry, and Dolly Parton. Brittany founded and scaled an entertainment startup to eight figures before exiting. She is the former Chief Experience Officer of Experience.com. Forbes said of her debut book, Creating Superfans, “If you have customers, you need this book. Period.”
Kevin and Ryan got to speak to Brittany about many topics that are incredibly important to Loan Officers today—notably Customer Experience and Branding. Pulling examples from her book, Brittany discusses some incredibly insightful issues we rarely touch on while also tying in some of the core concepts and principles we often discuss. Though Brittany is not a Loan Officer, she has spoken with many mortgage industry professionals.
Figure out how you’re going to be the best.
A solid brand must be backed up with follow-through. In the mortgage industry, it’s difficult to brand yourself based on the product, right? We often brand ourselves on the relationship. While writing loans is often seen as a “rinse and repeat” process, we generally go after the relationship. Having Brittany on Loan Officer Impact to discuss these topics and her book fits nicely into what we generally discuss. Along with personal branding, Brittany discusses creating super fans in the mortgage business. Go all in when building your brand.
Clarity of message.
When building a brand and creating an identity for yourself, it’s challenging to put together your message in a way that stands out from the rest of the competition and the rest of the noise. Ryan asks, “How do we separate our message from the rest of the noise out there?”
Brittany’s response to the “noise,” or “apathy,” is incredible. Please tune in to hear this part of the talk. Not only does this apply to loan officers, but really, anyone that is in sales. Brittany shares tips and methods to create an instant connection with your client base that could also apply to those building your referral network. This is the key to dropping the generic branding message and creating total clarity around who you are and what you offer.
Creating an Experience.
Another element in your design plan to build a brand is, by far, to create an experience. People don’t necessarily buy products and services as much as they do experiences. People want an experience and the ability to connect with what they spend their time and money on. Home purchasing is a wonderful opportunity to create a memorable experience for all parties involved. The clients/borrowers and referral partners alike. Creating an experience helps promote and deliver on your brand and the future relationship with those involved. Creating an experience is just as important as creating a brand, to begin with. Focus on this topic and check out Brittany’s book, “Creating Super Fans,” to build on this topic further—so many incredibly insightful tips on creating an experience.
Thank you for tuning into Loan Officer Impact with Kevin Broughton and Ryan Surratt. Week after week, Kevin interviews some of the Mortgage Industry’s top Loan Officers, Influencers, and Masterminds. Remember to like and subscribe to the podcast. You can find Loan Officer Impact on Apple Podcasts, Spotify, Google Podcasts, Stitcher, and Audible.
If you’d like to schedule a 15 min intro/strategy call with Kevin, go to http://www.GrowingwithKevin.com to book some time. To check out our growing Loan Officer Impact Podcasts library, visit http://loanofficerimpact.com.