Episode 496: Leaders and Leadership
Breaking Banks
The Importance of User Experience in the Banking Process
The good borrowers are not only rate sensitive, the good borrowers are also more effort sensitive. And so these things really are important. If you want to have a good relationship with that customer, you've got to give them a high quality experience. So the greatest extent that you can't do that for everybody, now there's risk in the game. That means we have to be careful and put friction in the process where we see high degrees of risk.
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