Customer Onboarding: My Moving Experience
Last weekend, I had one of those occasional experiences I used to avoid as much as possible.
All too often, it’s meant pain, screaming, panic, lots of money, and even a little foul language.
Yep, I moved.
In past moves, I’ve lost glasses, boxes of photos, and part of my CD collection.
This time, thanks to a lot of preparation, the only casualties were a few coffee mugs. Having professional help for the first time made a big difference.
I started the process a while ago.
I filled out the USPS change-of-address form online. So I’m expecting to start getting all kinds of cool new mover mail any day now. Really, marketers, now would be a good time! For one thing, I could use a new couch. And a new place to take my car for an oil and filter change. C’mon, get to it!
But I also tried to be smart about planning my switch in services.
My biggest need is for Internet service; TV is secondary. Because the community I moved to mandates working with a specific company – Comcast – I made sure to reach out to them early. I wanted as little hassle as possible in selecting a plan and starting my service.
After a little phone tag with the company’s sales rep and learning about my options, I made my choices.
The first email arrived in minutes, thanking me for selecting my XFINITY service. Besides letting me set up an account name, it included a link that clicked through to an online “Welcome Guide.”
I also got an alternative way to access information: PDFs to review pricing, channel lineups, and contact information.
Later on in the day, I got a confirmation of my installation appointment. That was followed by a reminder 3 days later. In both cases, the intention was simply to help make the experience easier to get up and running by offering tips and eliminating steps.