Man onboarding a customer using a personalized video.
Len Smofsky May 29 ,2018

You know the value of your lifetime customers. You also know how costly it is when potential lifetime customers slip through the cracks while onboarding. Are you using an outdated, bogged down onboarding process costing you millions?

Today, we’ll explore just how important the onboarding experience is and show you some examples of what a great onboarding process looks like with personalized video.

Why Are Your Customers Passing By?

A poor onboarding experience will send your customers packing in a hurry. A “passive” approach to onboarding will have your customers thinking “this company looks okay”, but at the end of the day, your experience is just as generic as your competition. So what kind of experience does your team need to create in order to engage, educate, and ultimately persuade your audience in the most streamlined and efficient way possible?

It’s important to review your current customer onboarding procedure and find ways to revamp or start a new one from scratch, in order to make sure your customers aren’t just passing by.

Ask yourself the following questions:

  • Are we greeting our prospects with a series of online forms and/or generic documents?
  • What are our customers doing that we aren’t?
  • Can the time it takes to onboard our customers be improved?
  • When was the last time we did a review of our onboarding materials?
  • How many customers are failing to convert through our onboarding process?
  • What is the opportunity cost of failing to convert these customers?

Ultimately, there is always room for improvement. Today, the most effective way to enhance your onboarding process is to implement personalized video.

Your First Impression

In marketing, it all comes down to making a great first impression. Once you have the attention of a potential lifetime customer, you only have a short amount of time to convince them that your company is the right fit for them. Your competition is always just a few seconds and a couple clicks of the mouse away, so marketers have to make every second of the onboarding process count.

We’ve discussed how personalized video is the most engaging and effective tool marketers can use. A sleek, professional video that speaks to your customers on a personal level is the best way to meet your audience.

Watch in the video below, how one customer provides personal data about their mortgage preferences, and is provided advice so they can make the best, informed decision.

Nailing the Follow Up

Even if your customer has made the trip to see one of your sales reps or has spent a large amount of time on your website, the sale is far from complete. Though you may think your qualified leads are on the cusp of converting, they are still comparing you against your competition. That’s why a follow up video is so important.

A follow up video that speaks to their current situation and highlights the important information you’ve already discussed with them helps reinforce to your customer that you are the right fit. Watch an example of a follow up video below:

Earn More Customers With Personalized Video From IndiVideo

To see more on how personalized video can increase not only your onboarding process, but every step of your customer journey, while delivering an amazing ROI, visit the IndiVideo by BlueRush website.

For more helpful insights into how your company can benefit from implementing personalized videos, stay tuned to the BlueRush blog.

About the author: Len Smofsky

Len Smofsky

Len has over 25 years of experience in visual communications and strategy. Over the last decade his focus has been primarily in the digital area.

Specializing in corporate communications, Len founded one of Canada’s most successful production companies. His company created leading edge video production, TV commercials, digital strategy and media.

In 2006, Len and Larry formed a partnership to create a new BlueRush with the intent of creating personalized customer experiences using a unique blend of digital media and deep technology capabilities. BlueRush works with clients in the financial services, healthcare and packaged goods industries leveraging current digital technologies and services, creating great user experiences at all points in the customer journey.


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