Following up with new customers soon after a sale is not only a key part of the sales process but customers expect it as well, according to a recent survey by Phoenix Synergistics entitled, Onboarding Programs: The Consumer Perspective. When asked how they felt about these post-sales follow-up contacts, a majority of those who experienced this say it showed the FI appreciated them as a valuable customer. More than one-third indicated they expected the FI to follow up with them after opening an account. Only a very small number found this post-sales contact to be annoying.
These are among the findings from Phoenix Synergistics study, Onboarding Programs: The Consumer Perspective, featuring 1,000 online interviews with consumers age 18 or older. This study examines the consumer experience with the onboarding process including communication strategies and contact methods, cross-selling and follow-up.