Mark Loosmore: With client onboarding, first impressions count

Businesses work hard to create a positive perception of their brand and build solid relationships with clients. And that perception has to be a good one from the outset because firms know only too well that first impressions can so often set the tone for relationships. The range of services many of us transact with online these days means our expectations have risen when it comes to getting ‘onboard' without too much difficulty. Take automated confirmation notifications as an example - it may sound trivial but, when the likes of Amazon automatically send you an email confirming purchase,...