Modern Differentiators: Exceptional Experience & Relationship Management

Throughout history, most financial institutions have viewed loans as commodity products. Pricing and distribution — the economics of the selling model — have been the primary differentiators when bringing loan products to market.


However, according to Richard Wada , Chief Lending Officer at Patelco Credit Union, there’s a huge opportunity to differentiate through exceptional experience, and more importantly, through strong relationship management throughout the borrower life cycle.


In this episode, he highlights why it’s such a powerful play.


We discuss:


- How solid relationship management can be a competitive advantage


- Promoting the financial health and well-being of members


- How referrals can drive deeper product engagement than traditional acquisition


- Having access to members versus self-directed engagement


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