Mortgage lending has shifted into an experience economy. Interest rates dominate conversations, yet only 29% of borrowers who complete a rate-and-term refinance stay with their current servicer, according to ICE Mortgage Technology’s July 2024 Mortgage Monitor report.  

Borrowers remember how they were treated long after they close their loan and that statistic signals a gap between closing a loan and keeping the relationship. Lenders that extend support beyond funding can turn that gap into a strategic advantage as owning the “whole home journey” is becoming a loyalty strategy that outlasts any market cycle. 

A support system that begins before details ⇒

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