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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.

Deliverables

To answer, please tell us the following:

Is a "welcome/onboarding program" to a new banking relationship or new product important? Tell us why in the main submission window and explain what you would want to see in such a welcome/onboarding program.

Please note: We will be selecting winners on a completion basis.  The first 80 people to submit complete, detailed responses will receive $10 each.  To be considered complete, your submission must fully answer all questions. We will close the challenge once we have enough submissions for prizes.

Submission questions

What is your country of residence?

What is your age?

(Required)

How often would you like to hear from your bank when getting onbarded?

(Required)
Weekly
Once a month
Twice a month
Three times a month

What information would you like to have included in your Welcome and Onboarding Program? Select at least one:

(Required)
Information about the products that I have
Learn about the brand
Involvement in my Community, Sponsorships, Corporate Social Responsibility
Available products and features
Other (specify below)

If you chose "Other" on the previous question (type of information), state your preference here.

When you think about getting a new product (i.e., checking account, investment account, credit card) from a financial services company, such as a bank, what type of support would you hope to receive from the financial services company to help you understand the features and benefits of your new product?

(Required)
I would like step-by-step instructions
No support--I'll just figure it out
Other

If you selected "Other" on the previous question (type of support), state your preference here.

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