In 2013, Apex Home Loans asked Steve to deliver a series of monthly company-wide workshops on the topic of customer experience. Once Steve met the Apex team, he was hooked on the company's culture (its people and their positive can-do approach, inclusive nature, and collaborative spirit). We knew almost immediately that serving in a more regular role alongside the team, Steve could bring great value and unique perspective to the customer experience. We're happy to announce that in 2015 Steve Dorfman stepped into the innovative role of Chief eXperience Officer (CXO).
Steve reminds us that, "According to Gartner research, 89% of companies now expect to compete mostly on the basis of customer experience (that number was only 36% just six years ago). While almost all companies believe that an exceptional customer experience is more important today than it's ever been, most companies aren't likely to do anything about it. But most companies aren't Apex Home Loans, and this type of quest is something that will continue to distinguish this pioneering company and its people."
Additionally, Steve believes - as we do - that happy employees lead to happy customers. He adds, "I challenge anyone to point to a company known for its consistently exceptional customer experience that doesn't also foster a consistently exceptional employee experience. The two go hand-in-hand."
We're proud to have Steve on our team, fine-tuning and leading the experience that we all - employees and customers alike - take part in.
Steve is a native of Montgomery County and his parents are native Washingtonians. For more than a decade, he's been volunteering with MCPS (Montgomery County Public Schools) and the Automotive Trades Foundation where he trains high-schoolers on sales and the importance of customer service. Steve co-founded the 400-member Young Professionals Leadership Group in 2007 and also hosts the cable television and Internet TV show, We Mean Business! where he has interviewed more than 90 bestselling authors, top executives, and thought leaders. Steve resides with his wife and their two children in Gaithersburg, MD.