Today we speak with Nic Barry from Domain, an online property technology company, about how they revamped their approach to onboarding. Faced with substantial business growth, their onboarding experience had become inconsistent. Nic describes how they stepped back to look at the onboarding journey and created a more consistent and personalised experience while also improving process efficiency. The needs of many stakeholders were considered to ensure that the approach supported everyone involved. Nic also discusses how the program is monitored, evaluated and maintained.
Special bonus – Nic gives a great explanation of Net Promoter Score at near the end of the podcast.