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Coventry for intermediaries launches customer retention guide for brokers

Ryan Fowler

July 21, 2020

Coventry for intermediaries has launched The Mortgage Broker’s Guide to Customer Retention – a guide that covers the key steps that brokers can take to build successful, long-lasting relationships with customers in the mortgage market.

The guide covers a range of tactics including creative communications, how advisors can build and benefit from local referral networks and using tools like social media to engage customers.

Jonathan Stinton, head of intermediary relationships, Coventry Building Society said: “Brokers all over the country are doing an excellent job advising new clients on the right solution for their circumstances and sourcing the best products for their needs.

“However, when it comes to dealing with their next transaction it appears some brokers may not be maximising the opportunity?

“We have seen more consumers turning to longer-term fixed rate products, potentially reducing the touchpoints between advisors and customers, something that may have been exacerbated by the COVID-19 lockdown.

“As a lender that is committed to supporting advisors, we want to play a role in helping brokers to meet this challenge.

“Our latest guide charts some of the steps that brokers can take to build closer relationships with their clients that last for the long-term. By developing these stronger relationships, brokers can create a steady stream of business for the years ahead.”

The Mortgage Broker’s Guide to Customer Retention can be found here.


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