Jonoy Smith

Have you ever wondered what makes businesses that exists online truly stand out? Picture Alex, a new homeowner & busy father of twins. He wants to get a home entertainment package. His options? Company A, who runs slick, highly produced marketing campaigns that boasts “instant frictionless connectivity” with a strong online engagement presence. Very drawn in, Jason applied online where his request got a response in 15 minutes by a sales agent and a scheduled site visit. After meeting with the sales rep, Jason’s package choice, cost and date of installation varied from what was initially discussed. When he called for an update, no one could find his onboarding records, and he was asked to re-apply with various conflicting steps.

Frustrated, he explored Company B, “FibreOne”, whose phonelines were down but their social media advertised a sleek new mobile app that promises client convenience & real-time tracking. Sceptical, Jason downloads the FibreOne App to request a connection as a new customer. From the app, he uploaded his documents, sent his GPS location and completed the New Customer Onboarding process. Within 1 business day, the tracking number from his request got updated by a customer service rep, he received a verification call (and email) along with a secure payment portal to confirm his installation. Throughout his onboarding journey, Alex was quite impressed with how well integrated FibreOne’s web & online solutions were with the company’s operations. Information was consistent, his experience was smooth, and it was almost as if the entire digital process was thoughtfully built out, or maybe it was?