A Personalised Customer
Why Stellar Customer Onboarding Matters
The earliest touchpoints in the customer journey are critical, leading to long-term retention or near instant churn. For almost 9 out of 10 consumers, better onboarding content increases loyalty, boosting your bottom line. What you say — and how you say it — makes all the difference.
How Idomoo Improves Customer Onboarding
Start the relationship off right. Videos greet customers by name for an immediate “wow” effect, adding a human touch to the onboarding process.
Churn can happen early in the customer journey. Get ahead of it by showing new customers the value you bring to them as individuals.
Have an online customer portal? Interactive Videos with a link to sign up are a great way to encourage digital adoption early on.
New customers have a lot of the same questions. Answer them proactively in a medium they won’t ignore: their very own Personalised Video.
Take a look at a few of our clients’ results from onboarding campaigns.
What Customers Are Saying
Personalised Onboarding Videos
Want To Learn More?We help the world’s top brands welcome customers in a way that’s warm and personal. Get in touch to learn how it all works.
How can you engage customers, promote self-service, boost your bottom line and go green, all at the same time? Sometimes, it just takes the right digital tool and an innovative approach. That’s what Mercedes-Benz Finance found when they leveraged Idomoo’s Next Generation Video Platform to create Personalised Videos for both the beginning and the end of the customer journey. At the start of the customer’s journey, the video welcomed them to Mercedes-Benz Finance, explained what to expect, and shared how to manage their agreement in the self-service portal. Near the end of their agreement, customers received a video that covered their options and next steps for their agreement. Combined, the videos represented a powerful, personalised approach to customer communications. Using Idomoo’s platform to seamlessly blend creative with customer data at scale, each video was 100% unique with personalised details like customer name plus dynamic scene logic for different flows. Take
Japan Airlines is taking the pre-flight experience for its top customers to the next level with Personalised Video. Now, when first-class travelers scan their boarding pass, they get a video made just for them, delivered right in their JAL+ Lounge app. Powered by Idomoo’s Next Generation Video Platform, the videos include real-time flight information so travelers get everything they need to know at a glance. This includes how long it takes to walk to their gate, their anticipated arrival time and more. See one personalised example in the GIF below. Each personalised data point is up-to-the-minute accurate, and delivering this content in a video format makes it engaging and human for a next-level customer experience. What makes these videos different from any other video your airline might send you? Here’s a peek. Real-time video generation: This allows the latest flight information to sync with the video right when the viewer
A version of this article appeared on CMSWire. You can read it here. Looking for the secret to a better, more customer-focused digital CX strategy? You’re not alone. Brands are increasingly embracing digital customer experiences across the customer journey. But there’s a serious gap between how effective brands think these experiences are and how effective they are according to the customer’s perception. According to one recent study, while 53% of brands believe that their customers are satisfied with their digital self-service tools, only 15% of customers agree. In another report, PWC found that 54% of consumers believe CX in most companies needs improvement. Given all this investment poured into digital transformation, especially to create a better customer experience, what isn’t working? Why are both customer satisfaction and ROI suffering? Like most solutions, we have to look first at the problem. The Issue With Today’s Digital CX Strategy Your digital CX
A positive customer onboarding process can instill confidence in your customers to stick with your brand. A negative experience, on the other hand, can quickly turn them away to your competition. Over 60% of consumers consider a company’s onboarding process in their purchasing decision, and close to 9 out of 10 (86%) say that for them, better onboarding content means higher loyalty. It’s obvious the onboarding process plays a critical role in customer churn. How can you make sure your brand offers an onboarding experience that inspires customer loyalty and boosts satisfaction? From adding personal touches to collecting customer data and more, we’ll share how to start the customer journey off right. Why Is Customer Onboarding Important? New users are just getting started with your product or service. And a customer that fails to learn how to use your product or service is unlikely to stick with your brand for
The travel industry is changing. COVID-related travel restrictions are slowing down, and revenge travel — or a surge in consumers looking to go all out on their next vacation — is on the rise.