Business Accelerator: Client success is a journey, not a destination

A great client experience doesn't begin with a loan application or end at settlement. It starts long before the first conversation and continues well after the keys have been handed over. Join Broker Daily's Julian Barnes and Broker Essentials founder and broker coach Jason Back as they explore how brokers can build client journeys that create lasting relationships, stronger referrals and long-term business growth. From making the right first impression and reducing friction throughout the lending process to delivering memorable moments that clients genuinely talk about, the pair unpack the practical strategies that separate good brokers from great ones. They also discuss how AI is changing borrower expectations, why communication is the foundation of a high-performing client journey, and how brokers can position themselves as trusted advisers long after settlement.