Customers engage with an organization for a number of reasons and most of them can be categorized into different journeys involving various digital channels. Out of them, the most important is the customer onboarding journey. A customer onboarding journey begins with the step of supporting new customers understand all the product features followed by regular checks. A perfect onboarding journey directly impacts customer loyalty and retention.
But what happens when an organization is unable to cater to customer queries that arise during the initial onboarding process? Can these queries cost big to the organization?
Actually, these queries result in the ingredients of hidden costs of customer onboarding journey. The below infographic by Smartsheet will provide you with a complete understanding of those ingredients which an organization should avoid in order to retain their existing customers.
For more information on how you can optimize your customer onboarding journey, click – https://fci-ccm.com/
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