The Predictable Drop in Customer Satisfaction

Customer Satisfaction takes a predictable and precipitous drop at a key point in most relationships. In fact many customers are lost at this time.

The key point is the time between closing the sale and the initial delivery of service.

Interaction, goodwill and positive expectation are at their height during the sales courtship, but then the real world of tactical delivery closes in.

Can this well documented decline be avoided? Absolutely!

What is missing in most new customers relationships (and the companies that sell them) is an effective Onboarding Plan.

The time to talk about the period between the sale and service is before it happens ... guided by a well thought out, written and documented Onboarding Plan.

Successful companies create a road map for new customers and act as guides at every step in the process. The details of tactical implementation seem far less daunting when defined and discussed in advance.

Sales, Customer Service and Operations must come together in the creation of this plan. A basic formula, once in place, can be adapted for individual new customers. And throughout the process, maintaining careful overview and line of sight to the new customer is critical.

For any company ... with any new sale, the careful implementation of an Onboarding Plan will support the ultimate goal of DELIGHTING CUSTOMERS!