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QUICK SOLVE: How would you create the best customer onboarding experience?
business customer satisfaction banking customer experience financial services customer engagement banking industry
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Onboarding, or the process consumers go through when they begin their customer journey with a company following the purchase of a product or service. This a crucial early step in gaining a person's trust in a brand and setting good expectations. At our financial services company, the current onboarding process is inconsistent. Some customers are onboarded, while others aren't. Equally concerning, those who do receive onboarding currently report the feeling of being given a product instead of developing a relationship with our company.

Finally, many argue that the content on existing programs is adding no value to customers, as it tells them what they already know instead of what they would like to know. We want your help revamping the customer onboarding experience so that it provides useful information to all customers and makes them feel like we are ready to serve their every need.

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