Customer focus in the Dutch mortgage market
The combination of increasing competition and falling interest margins means that in the long term there will not be a place for everyone in the mortgage market. Innovation is therefore necessary to remain relevant and at the same time keep costs manageable. Anyone who studies the mortgage market will soon discover that consumers are quite willing to pay for improved services. This is not surprising, as the Dutch mortgage market has lagged behind other sectors in terms of innovation.
Curious what improvements could really make a difference for the consumer, and what it takes to realize them? IG&H provides a research, including a roadmap with 5 customer journey examples.