EP. 46 | Delivering a Quality Customer Experience and Winning Referrals with Steve Dorfman

Tim Braheem Interviews Steve Dorfman

Tim sits down with Steve Dorfman. Steve was the Chief Experience Officer for Apex Home Loans and is now the head of community for The Loan Atlas. With a long history of working in customer service, Steve brings an incredible attention to detail to all aspects of the customer journey. While with Apex, Steve led the charge in elevating their Net Promoter Score (NPS) to a sustained high of 96. In addition, he was instrumental in implementing internal changes which earned Apex the designation of “Best Place to Work” in Washingtonian Magazine, The Washington Business Journal, and The Washington Post.

You Will Learn:

1. How to turn a negative customer experience into a net positive.
2. Four elements to turn a new prospect into an advocate for your business.
3. The difference between meeting and anticipating consumer needs.
4. The importance of communication to get repeat business and referrals.
5. The importance of positive feedback in fostering employee success.

 

You don't want to miss this interview!