Facing that impossibility, Cherry Creek Mortgage selected Yext to streamline the process of creating and updating its brand information across these search experiences. Now able to easily manage all of the facts that customers and prospects want to know about their company, products, services, and MLOs — Cherry Creek Mortgage knew it could both boost discoverability across search experiences and build brand trust.
Working with Yext has also given Cherry Creek Mortgage a clear understanding of borrower feedback, thanks to the visibility of reviews. With Yext, the brand now has greater insight into the experiences of existing customers, and has boosted the volume of first-party reviews.
"We have more than 21,000 listings right now and climbing — that alone is incredible, but then there's also the review network," Arnett says. "So with reviews, two or three days after closing, we send out an automated review email that says, 'If you had a great experience, we'd like to hear about it. If you had a bad experience, we'd love to hear about that too, so we can fix it. Here are our social channels. Pick the one that you're most comfortable with and we would appreciate a review.' We've boosted our star-rating dramatically, as well as our review volume. With Yext, Cherry Creek's MLOs now have an average rating of 4.95 stars.
"When we ask customers to leave a review, we're much more likely to hear from our happy customers. But when we do get negative feedback, Yext makes it super easy to respond in a very thoughtful and timely manner." With Yext, Cherry Creek Mortgage responds to more than 57% of their reviews within 24 hours.
"Optimizing our reputation, coupled with having compliant and accurate information everywhere, has really increased our online presence in a major way."