Fostering Customer Adoption
Learning Guide
We can't give you the perfect lines to read to promote your new tool to customers, nor would we want to if we could! You will make an astronomically bigger difference in your customers' lives if you can talk to them about your new tool in a natural, authentic, and confident way.
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Start from the beginning
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How do I actually foster adoption?
Lesson 1
9ish mins
How do I start a conversation about our new tool?
Lesson 2
7ish mins
How do I create an elevator pitch for the new tool?
Lesson 3
12ish mins
Create a pitch
Lesson 4
15ish mins
How do I handle customer objections?
Lesson 5
How do I help customers get started?
Lesson 6
3ish mins
Learn by lesson
Start from the beginning your first time around, then jump in from anywhere when you need help down the road.
Lesson 1: How do I actually foster adoption?
Customers aren't stupid
Intro
They know a rote talking point when they hear one. For instance, consider how a used car salesperson might talk to you compared to your doctor. The former sounds rehearsed and spits cheesy one-liners at you while the latter talks to you in a personal, grounded way. A doctor knows their stuff and can apply their knowledge and experience specific to your needs. As a result, you often feel confident in your doctor's expertise and their genuine interest in your wellbeing. Similarly, your ability to foster customer adoption will stem from your own expertise with your new tool. You will be able to address each of your customers' needs and help them understand the benefits of your new tool if you've experienced those benefits firsthand.
Refresher
Complete challenges
Complete challenges to earn points, earn points to win prizes.
Bottom line
You will foster adoption and help your customers improve their financial health tremendously more if you, yourself, have a conviction for your new banking tool.
Catch up with your new tool before digging into the rest of the lessons.
Getting Started Video
Complete the challenge below to earn a Brownie Point! Remember, the more points you earn, the higher your chances are to win a prize.
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Lesson 2: How do I start a conversation about our new tool?
Identify opportunites
The first step in fostering customer adoption is identifying opportunities to talk about your new tool with your customers. Perhaps a customer brings up a significant life change, such as moving, marriage, or starting college. Or maybe they're calling in to let you know they will be traveling out of the country. The tool will benefit them in practically every facet of their financial lives, so once you get the hang of identifying the opportunities, you'll start noticing them in many of your conversations! The tool is free and offers various benefits, so recommending it to your customers will be pretty simple. You could even start by letting them know it's new and available, then explain a few of its relevant features, and next thing you know, you've totally capitalized on an opportunity!
Be on the lookout for opportunities to talk with customers about your new tool; it's the first step in educating them about its many great features that will improve their financial lives.
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Lesson 3: How do I create an elevator pitch?
Practice, practice, practice
An effective way to become more comfortable talking to customers about your new tool is to use an elevator pitch. Basically, an elevator is a short description of an idea (in this case, your new tool) that explains the concept in a way that anyone could understand. It's supposed to be descriptive but brief. For example, if someone asked you about the tool while you were in an elevator together, you give the pitch, and they would completely understand what the tool is and its benefits by the time the elevator reached their floor. Hence, an elevator pitch. But remember, you don't want to sound like a robot reciting canned lines. So, it's handy to create an elevator pitch, then practice until you know it like the back of your hand so you can adjust it on the fly according to the conversation you are having. Think of memorizing your pitch as a foundation you can use to build confident and informative talking points.
Memorize your elevator pitch, then adjust it on the fly according to the conversation you are having.
More Insights
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Lesson 4: Create an elevator pitch!
Create your own pitch
Alright, you've now had time to learn your new tool, along with the benefits of using an elevator pitch when talking to customers. Now, it's time to put it all together and create your very own pitch. If you need a refresher, take a look at the "4 Ingredients of a Great Pitch!" section in lesson three. Also, as we have mentioned before, it's essential to base your pitch around your own experiences with the tool. Think about which features were most helpful for you. Would they also be beneficial for your customers? Nobody knows their needs better than you! Think about how your new tool will eliminate pain points or improve an experience for your customer, start there when creating an introduction. Once you have your pitch down, go ahead and complete this lesson's challenge!
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Lesson 5: How do I handle customer objections?
Change can be hard
Though your tool is nothing but fantastic news, the idea of adopting a new way of handling finances may seem daunting to some of your customers. You will no doubt face some objections or concerns from your customers as you are educating them. Fortunately, you now have experience with your new tool and a freshly polished elevator pitch on your side! Let's take a look at some common objections in this lesson's challenge, and use your elevator pitch as a framework to come up with some great responses.
You will face customer objections to adopting your new tool; use these opportunities to double down on how much the tool's features will improve your customers' financial lives.
Take a look at real responses from others like you
"I just don't have enough time to do a regular deep dive into my finances."
"I only bank at one institution, so I already see all my accounts in one place."
"My partner is the one who handles the money, I just don't think this is something they'd be interested in."
"I think I already use something like this to manage my money."
“I'm not comfortable keeping all of my accounts in one place."
"I understand, time is always the most limited resource. But MoneyMap makes it really easy-it only takes a few minutes to add any accounts you may have at other institutions, and the rest is pretty automatic."
"That is great loyalty! Because all of your accounts are in one place, they will quickly pull into MoneyMap so you can instantly start tracking your spending, net worth, and much more."
"You should tell them about MoneyMap! It's so much easier to manage your finances when you can track it all automatically in one place. And it's a great, easy way for you to both stay on the same page."
"That's great, you're ahead of the curve! I would still recommend that you check out MoneyMap-we support more external accounts than any other personal financial management tool, our transaction categorization is the best, and the way it automates everything and visualizes your finances is incredible!."
"The tools are safe and secure and use military level encryption to protect your data. You can protect yourself by keeping the app/computer software updated and never log in to the app/online banking from an unsecured WiFi network."
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Lesson 6: How do I help customers get started?
Get off on the right foot
Helping customers getting started with your new tool is a breeze with the "Quick Started" guide. It walks through creating an account, logging in, linking accounts, and a few other essential steps in the adoption process. The guide makes your customers' first experience with the new tool a delightful one. Take a look at the guide yourself to get familiar with it. We recommend going through the guide together with customers, but you can always share it with them to review on their own time.
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More goodies
Coming soon
All done! Great job, you now feel ready to help your customers adopt your new tool and answer any of their burning questions. Remember, you can return to this guide at anytime if you need help.
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MoneyMap 101
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