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‘Take into account consumer mobility’ – Star Letter 12/05/2017

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  • 12/05/2017
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‘Take into account consumer mobility’ – Star Letter 12/05/2017
Each week Mortgage Solutions and its sister title Specialist Lending Solutions looks back at the week's most thoughtful, thought provoking and controversial comments to single out the Star Letter.

This week our Star Letter goes to Mark Dryden for his comment under the article: How a digitised mortgage process could look and the broker journey.

He said: “Multi-channel? Recognising consumer wariness? A variety of engagement methods? This may need clarifying but there can be a tendency to silo consumers.

“What happens online, stays online? Probably not, but platforms that service and establish a digital relationship need to take into account the mobility of the consumer across the channels.

“In other words, I may start the process through a pure online or robo-advice silo, but can engage bots or even face-to-face (and back again) as my needs dictates – that’s a worthy goal.”

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