Onboarding Journey

Program Overview:

Onboarding is a critical period for setting the tone for the rest of the experience with your brand.  We designed early life communications & treatment to set customer expectations, facilitate set up and first bill payment.  It was important to limit promotional messages, to keep the customer engaged in building the relationship.  Upsell opportunities would begin after the first 30 days.

Strategy:

  • Communicate critical information in the first 30 days without overwhelming customers with unnecessary and distracting communications.
  • Reduce first bill shock; how to pay bill & auto-pay options
  • Set expectations about leasing device vs. traditional ownership model
  • Set expectations for promotional rate plan pricing and expiration
  • Self-serve options and resources