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Banking on Digital Growth Podcast

Rediscovering the Lost Art of Customer Onboarding (with JJ Slygh)

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Brief Summary of Episode #208

The customer relationship typically consists of three phases: onboarding, cross-selling, and retention. 

The first step is getting your customer through the door. 

Yet, many financial brands are doing the bare minimum during the onboarding process.

How many customers open an account with a new FI only to never hear from them again?

J.J. Slygh, the Principal Product Marketer at Total Expert, thinks too many banks and credit unions are wasting a golden opportunity to serve their customers’ needs.

He believes that this lack of commitment to customer onboarding has led to diversification in brand loyalty.

J.J. joins me to discuss missed chances for FIs to build on relationships with their new customers.

Nobody walks into a bank hoping someone will cross-sell them something. Customers want to be cross-helped.

Financial brands have all the data they need to proactively reach out to their customers. By deepening relationships, they can deepen wallets.

You don’t need to boil the ocean to get started — you just require a small win.


Key Insights and Takeaways

  • Missed opportunities for deepening relationships with customers (6:11)
  • Cross-helping your customers rather than cross-selling (15:47)
  • Using customer data to help with proactive outreach (25:32)

How to Connect With JJ Slygh

LinkedIn | Website