The whole point of business is to serve products and services to customers or clients in exchange for money. By their very nature, these consumers are very important for companies, especially in their respective wealth management aspects. So to ensure profitability, many of these businesses designed an onboarding process whose content highlights instructions on how to acquire their much-needed clientele. This process is what we know as a client or customer onboarding. For some, it is a statutory process that is mostly handled by customer service agents. Additionally, it comes with an onboarding document template or planner that covers the customer onboarding process flow. The workflow includes many areas, like channel partner onboarding, customer renewal, onboarding timeline, and many more. Luckily, we have our set of checklist examples ready for you! Check them all out below!
A client onboarding checklist is an outline of the client onboarding process workflow. It helps in carrying out the process’s tasks consistently and thoroughly. According to Wyzowl, client onboarding occurs at the very moment a potential client or customer visits your establishment. It takes place when an attendant explains the features of a certain product or service. Poor sales and marketing strategies can lead to unsuccessful onboarding of a client or customer. However, if the attendant is highly skilled in verbal communication or interpersonal communication, there is a high chance that such a process will be successful.
Each potential customer has his or her own decision criteria when it comes to availing products and services. For companies, knowing the factors behind these criteria is a must for them to formulate appropriate customer engagement activities. Below, we have provided the different factors that can greatly affect consumers’ decision-making.
1. Cultural – A consumer’s preference may be directly influenced by his or her religion, race, tradition, and moral values. For example, when a Muslim customer visits a restaurant, he or she will most likely order anything but pork in the restaurant menu.
2. Economic – Customers often have a personal budget examples. If the products or services of a certain company are beyond the said personal budget, they will prefer to look for a cheaper brand or alternative.
3. Social – A good example of this factor is the quantity of a customer’s purchase. If he or she is buying for a group, he or she will have to buy two or more products.
4. Functional – A product or service’s functionalities can also shape up a consumer’s preference. When a client wants to install an HVAC system on his or her building, he or she will be signing HVAC contracts, and not roofing contracts or lawn care service contracts.
5. Psychological – Perceptions, beliefs, motivations, and attitudes also influence the consumer decision-making process. This can be very well explained by the avoidance of health conscious people in buying cigarettes.
6. Marketing – A good biweekly or monthly marketing plan can highly persuade consumers in buying products or availing services. At the same time, that is its very purpose.
7. Personal – This factor takes into account the age, gender, occupation, socio-economic status, and lifestyle of a consumer.
There are clients that are hard to convince, and there are some who are quite the contrary. Regardless, they always have an option to unsubscribe, withdraw membership applications, and fail customer satisfaction surveys. This is why it is important to make your client’s onboarding process effective. You can do so with a checklist. To help you prepare one, we offer you our outline of the necessary steps below to guide you all the way.
A client needs your products or services for a specific reason. So, always start your client onboarding process checklist by enumerating activities that can identify the clients’ needs. They could include handing out client onboarding questionnaires or business client questionnaires or maybe conducting client discoveries.
The next set of things you should include in your checklist should focus on the goal-setting of your work. Take note that you have to make sure that those goals are according to your clients’ needs. Perhaps you can start by making yourself a goal setting worksheet.
After listing the relevant goals, write down the tasks pertaining to the presentation of your client details to your team. For this part, you may need to organize a team agenda or team action plan. Since your team will be the one performing what the clients want, it’s only fair to provide them all the necessary information.
After having your team meeting, you know what to do to be of service to your client. Provide what the client needs and continue to do so as long as the client requested. While on the job, make sure to check on your team’s performance and assess the client’s level of satisfaction.
Usually, executives leave client onboarding to their marketing department. However, for small-scale businesses, it is the executives, themselves, who pilots the undertaking.
Consumer behavior is a field of study that focuses on understanding an individual, group, or organization’s selection, purchasing, usage, and ideas on goods and services.
According to Study.com, the types of consumer behaviors regarding purchases are complex buying, habitual buying, dissonance-reducing buying, and variety-seeking buying.
In business, the most important decisions are in the hands of the clients. They are the very foundation of any company, their very purpose, and their main source of income. It may be true that having good products and services can keep customers coming back for more. However, many would surely testify that it is the company’s treatment right from the very start that makes them loyal. As the famous American poet, Maya Angelou, said, “People will forget what you said. They will forget what you did. But they will never forget how you made them feel.” So, start working on your client onboarding checklist and experience the benefits it brings.