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For your customers, onboarding is one of the first (and biggest) impressions they have of your facility. In this Spotlight, Atomic Storage Group's Rick Beal talks about why onboarding is the "most important part of the customer journey."
Check out the video clip below for the answer.
In this Gabfocus Session: Start to Finish, we were joined by Atomic Storage Group's Rick Beal and Magen Smith to talk all about the customer journey, how to understand it, and how to improve it!
If you don't want to watch the clip, here's what Rick had to say:
I think onboarding is one of the most important things that you can do. It sets up future issues. Onboarding new customers, it's like onboarding a new employee. When I onboard a new employee, your goal is to train them and provide them information for their success.
And the exact same thing is for a new customer. Our goal is to give them the information to set them up for success so we don't have any issues down the road. I always just look at this stuff. It's a never-ending process.
You need to question yourself over and over and over and over again how you can make things better. What can you steal and borrow from other industries and bring it into our industry?