A Brokers' Guide to Customer Experience

An essential resource for Mortgage Brokers


Retain clients. Gain referrals. Grow your business.

All by Creating an Exceptional Customer Experience.

"Best one yet, absolutely spot on this . "
Scott Howitt​. Sales Director
Chartwell Mortgage Services Ltd

Customer experience (CX) has been called the “next competitive battleground”. It’s the driving force behind acquiring new clients, delighting the existing ones and consistently garnering new referrals. Use this guide to ensure your broker business is providing an experience that is truly exceptional.

The guide will take you through the ins and outs of CX and covers:

  • Why customer experience is important
  • What good CX looks like
  • How to get customer experience right
  • The tools you need to get there
  • ...and more!

By downloading the Growth Series’ guides available on this website, you accept and agree that YBS Group give no warranties or representations concerning the documents, and accept no liability in relation to their use.

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Growth Series Feedback

The whole Growth Series is absolutely invaluable, so thank you for putting this together.

Beth Coupe, White Mortgages Ltd

Thanks to Accord for doing the Growth Series. I think you've done a phenomenal job covering a lot of areas that we wouldn't have necessarily considered. So, great foresight and great support!

Danny Belton, Head of Lender Relationships, L&G Mortgage Club

We have found the Growth Series really useful. It is great to see a lender looking to help Brokers with the everyday aspects of growing their businesses rather than focussing on ‘Correct Submission sheet’ type issues which serve to help the lender more than the Broker.

Stuart Powell, Shore

Online review generator, the feedback is I love it, it's easy to use and prompts a customer to leave feedback.

Samantha Allnutt, Howard Financial

7 things brokers can do guide, just wanted to say this is really great stuff.

Robert Gill, The Mortgage Factory

The #GrowthSeries podcast is great! Any broker who is looking to grow their business and embrace the tech revolution should listen to it.

Ashley Borland, Bright Advice

Just a quick email to say how much I’ve enjoyed listening to the Growth Series Podcasts, useful information and tips in each episode and it’s great that support like this is available to us. A big thanks to Accord for this.

Jonathon Evans, Mortgage Advisor, Kevin Ford & Co Ltd

The topic of Professional Indemnity Insurance is being raised in more and more conversations with us currently, including spiralling costs, increases in excesses and underwriters leaving the market. Making sure your business is ready for any future challenges will be key and Accord’s “5 tips for managing the cost of professional indemnity insurance for brokers” is relevant and very sensible advice.

Kevin Roberts, Director L&G Mortgages

I just wished to feedback and say thanks, to you and the team at Accord for the ‘Growth Series’. It as a great development and offers a comprehensive overview on a number of very useful topics. It has helped me remain relevant as a Mortgage Adviser over the last twelve months and allowed my new business levels to grow during the pandemic. The ability to listen to Podcast while continue to work is pertinent for this day and age.

Nick Mills, Mortgage Advisor, RPUK Ltd, Stone, Staffordshire

I'm always super impressed with how engaging Accord are in trying to drive their broker's businesses forward... The Growth Series is really really informative...

Chris Schutrups, Founder and Director, The Mortgage Hut