Download to read offline
Uploaded byKinesis CEM, LLC
Onboarding Research - Research Techniques to Track Effectiveness of Stabilizing New Customer Relationships
The document discusses techniques for tracking the effectiveness of customer onboarding processes in stabilizing new customer relationships to reduce defection risk. It emphasizes the importance of systematic education during initial interactions and outlines methods for measuring onboarding efficacy, such as auditing sales processes and using customer loyalty benchmarks. The goal is to enhance customer retention through proactive engagement and advocacy.
More Related Content
Onboarding Research - Research Techniques to Track Effectiveness of Stabilizing New Customer Relationships
- 1. Kinesis CEM, LLC OnboardingResearch: Research Techniques to Track Effectiveness of Stabilizing New Customer Relationships https://blog.kinesis-cem.com/2015/05/12/onboarding-research-research-techniques-to-track-effectiveness-of-stabilizing-new- customer-relationships/ Eric Larse is co-founder of Seattle-based Kinesis, which helps companies plan and execute their customer experience strategies. Mr. Larse can be reached at [email protected]. http://www.kinesis-cem.com kinesis-cem.com 206.285.2900 [email protected] Onboarding Research: Research Techniques to Track Effectiveness of Stabilizing New Customer Relationships
- 2. New Customers =High Risk of Defection Stabilizing Interactions Promote Customer Retention Stabilizing Customer Interactions
- 3. Systematic Education to: -SetExpectations -Inform How to Use Services Stabilizing Customer Interactions
- 4. Part of thissystematic approach to create stabilizing service encounters is to measure the efficacy of customer experience at all stages of this stabilizing process. Onboarding Research
- 5. Define the Process: Whattypes of stabilizing experiences do you expect from initial purchase and beyond? Onboarding Research
- 6. Measure the Onboarding Processby Auditing the Performance of the Process and its Influence on the Customer Relationship Onboarding Research
- 7. Efficacy of Sales Process AuditSpecific Onboarding Events at Discrete Time Periods Mystery Shopping
- 8. Evaluate the Effectiveness ofOnboarding in Terms of Stabilizing the Customer Relationship At Distinct Intervals after Customer Acquisition Customer Perspective
- 9. Use 3 LoyaltyBenchmarks to Gauge Effectiveness of Onboarding: - Would Recommend -Customer Advocacy -Primary Provider Customer Perspective
- 10. The likelihood ofthe customer recommending the brand to a friend, relative or colleague. Would Recommend
- 11. The extent towhich the customer agrees with the statement, “you care about me, not just the bottom line?” Customer Advocacy
- 12. Does the customer considerthe branch their primary provider for similar services? Customer Advocacy