Reducing Friction in Customer Onboarding with Ramli John

In this episode of Onboarding Therapy, Kim and Shareil welcome their first guest, onboarding expert and author Ramli John. Together, they dive into the nuances of friction in onboarding and how internal misalignment often becomes the root cause of a disjointed customer experience.

Highlights include:

• Why internal misalignment on onboarding goals and ownership creates friction for customers.
• Common gaps in onboarding programs, including selfish tasks and fragmented responsibilities.
• How to identify and address points of friction in your onboarding process using data and customer feedback.
• The importance of providing multiple learning pathways to cater to diverse customer needs.
• Actionable strategies for building internal collaboration and creating a seamless onboarding experience.

Ramli, Kim, and Shareil share real-world examples and practical advice for reducing friction—starting with your internal processes—to create better outcomes for your customers and teams alike.

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