Student Loan Account Opening Experience

Strategic Response to New Regulatory Environment for a CLIENT TYPE
Generating Leads for Consumer Lending in Branches at a CLIENT TYPE


To improve results, Client needed to learn more about the economics and business practices of consumer lending.
Researched leading lenders:
  • In-depth employee interviews to develop pro-formas and understand business practices
  • Customer interviews to understand customer experience and satisfaction
  • Mystery shopping to understand sales approach
Changed lead product and reconfigured compensation models to speed growth
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