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Enabling people to buy a house, not a loan

Karen Wint, Operations Director at Leeds Building Society talks about offering simple banking products in the digital age.

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Comments: (1)

A Finextra member
A Finextra member 18 June, 2014, 17:55Be the first to give this comment the thumbs up 0 likes

The title has it right. Customers want to buy a house.  They want a home. For that customer experience, the loan or the mortgage product is only part of the process. Banks need to create a total customer experience--IF they want to be a customer relationship owner, else, just be a wholesaler, a loan production supplier for others who want to create and own a customer experience.