Employee off-boarding: What is it? Why is it so important? What does it entail? What are design considerations of an employee off-boarding program? And more.
This is the first part of a two-part series.
Last week, in the first article of this two-part series, I wrote about the concept of customer off-boarding, the opposite of customer onboarding. This week’s article will cover who’s responsible for it, if it makes sense to automate it, and how to design a proper off-boarding program.
In the last two weeks, I wrote about customer onboarding. But what about customer off-boarding? What is it? Why is it important? Is it for B2B customers only? What if it’s not done or not done properly? Answers to that and more…
Does the onus for customer onboarding only reside with your customer success team? No. Is it OK to automate customer onboarding? It depends. What are the design considerations I should think about for my onboarding process? There are quite a few!
What is customer onboarding? Is it only for B2B customers? What does it entail? Why is it so important? What if I get it wrong or don’t do it at all?
Employee onboarding is critical to success for any employee. It’s the foundation of a solid employment relationship. Why is it so important? What if it’s not done right? What does it entail?
Customer-centricity provides a competitive advantage for the business, both from an employee and a customer perspective. Who wouldn’t want to work for – or buy from – a company that cares about people? But some have poked holes in creating this type of organization, saying it’s challenging to build and to sustain. Is it?
For all the talk about customer-centricity, some businesses ironically downplay the actual voice
of the customer. They chase trends and make investments without fully considering how these
initiatives will transform the customer experience.
If you want to WOW someone, do something unexpected rather than ordinary. After all, you’d never get excited for receiving a paycheck for the correct amount. You assume it’ll be right. The same holds true for other areas of your life.
If you want to cut through the clutter, make a big splash, or leave a lasting impression, you can’t just do something humdrum, routine, or one-size-fits-all — your deed must be unique, unanticipated, and noteworthy.
You’ll never excite someone by doing something unexciti
Did you know that customer-focused and customer-centric do not mean the same thing? Oh, and then add the concept of customer-obsession for more confusion, and you’ve got folks using these terms interchangeably, when they really aren’t interchangeable.