Improving the onboarding of customers

During any onboarding phase of the customer journey, certain norms and expectations are established. Genesis was retained by a multimedia conglomerate to assist in changing customer behaviour using the principles of behavioural economics.

The project team piloted a new approach to onboarding, which led to a 47% reduction in missed payments and a 25% increase in upselling of certain products, as well as a more than doubling of self-service use.