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Episode 316: Turning Customer Experience into Revenue: Lessons from Secret Shopping artwork
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Episode 316: Turning Customer Experience into Revenue: Lessons from Secret Shopping

Mortgage Manager Playbook by Pat Sherlock

May 22, 202625:42Business

Tom Finnegan, Principal, Stratmor Group. Key highlights: secret shopping reveals the real customer experience; lack of follow-up is a key problem; too many LOs are order takers instead of consultants; speed matters; and...

About This Episode

Episode 316: Turning Customer Experience into Revenue: Lessons from Secret Shopping is an episode from Mortgage Manager Playbook by Pat Sherlock. Tom Finnegan, Principal, Stratmor Group. Key highlights: secret shopping reveals the real cust...

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This episode belongs to Mortgage Manager Playbook.

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Episode Details

Published May 22, 2026, 25:42 long, audio available.

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Questions About This Episode

What is Episode 316: Turning Customer Experience into Revenue: Lessons from Secret Shopping about?

Tom Finnegan, Principal, Stratmor Group. Key highlights: secret shopping reveals the real customer experience; lack of follow-up is a key problem; too many LOs are order takers instead of consultants; speed matters; and customer experience is now a competitive advantage.

Where can I listen to Episode 316: Turning Customer Experience into Revenue: Lessons from Secret Shopping?

You can listen to Episode 316: Turning Customer Experience into Revenue: Lessons from Secret Shopping online on Radio and Podcast. Open the player on this page to stream the available audio.

Which podcast is Episode 316: Turning Customer Experience into Revenue: Lessons from Secret Shopping from?

Episode 316: Turning Customer Experience into Revenue: Lessons from Secret Shopping is an episode from Mortgage Manager Playbook by Pat Sherlock.

How long is this episode?

This episode is 25:42 long.

When was this episode published?

This episode was published on May 22, 2026.

Can I save Episode 316: Turning Customer Experience into Revenue: Lessons from Secret Shopping for later?

Yes. Use the heart button on the episode page to add it to your favorite episodes list.

Are there related episodes from Mortgage Manager Playbook?

Yes. This page shows related episodes from Mortgage Manager Playbook when more episodes are available from the podcast feed.

Quick Answers About This Episode

Where can I listen to Episode 316: Turning Customer Experience into Revenue: Lessons from Secret Shopping?

You can listen to Episode 316: Turning Customer Experience into Revenue: Lessons from Secret Shopping on this page when the episode audio is available from the podcast feed.

Which podcast is this episode from?

Episode 316: Turning Customer Experience into Revenue: Lessons from Secret Shopping is from Mortgage Manager Playbook by Pat Sherlock.

What are the episode details?

Published May 22, 2026 and 25:42 long