Some of the most successful companies in the world DON'T have onboarding! McDonald's has the classic, "would you like fries with that?" At Old Navy, you're lucky to have a kid ring you up who's not too busy texting his girlfriend.
But you're not peddling burgers or capris. You're dealing with people's money! And in this economy, that's darned important.
Particularly in this economy, your customers are looking to you to help them save money, lower payments, buy something new and generally give the peace of mind. Something they don't ask for from fries and jeans!
And the beauty of it is ... you CAN help! And that's what onboarding is all about. Creating a process to communicate with your customers.
- Segmentation: Understand which of your products a customer is likely to need - and when
- Timing: Know when and how often to talk to the customer. There is no one-shot silver bullet
- Purpose: Know the objective of every piece of communication. Are you trying to get them into new products, make them more loyal or make the customer more efficient?
With the right onboarding program, your staff will appreciate having direction, a process and tools and your customers will appreciate your bank or credit union actively participating in trying to help.
Want to learn more about onboarding? Join MarketMatch's FREE Brown Bag Lunch webinar on Friday, August 20. To register, simply click here.
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