Awareness, Purchase & Onboarding
Understand how customers discover Passport, enter Membership, and begin building their home record.
A strong first experience makes Passport feel useful.
A weak first experience makes Passport feel like another login.
The onboarding track you choose sets the tone for the whole relationship.
Where homeowners meet Passport
Awareness rarely starts with marketing. It starts inside a conversation the homeowner is already having.
- Nothing here yet.
- Nothing here yet.
How a customer actually enters
Choose the onboarding track
The onboarding minimum bar
Which items must be true before a customer counts as onboarded?
- Nothing here yet.
- Nothing here yet.
Match tier to onboarding emphasis
Tier emphasis
“Show Find Service and Rewards, mention the upgrade path lightly.”
Check your understanding
A homeowner is mid-booking for an urgent repair and sounds stressed. What should you do about Passport?
Which item is part of the onboarding minimum bar?
A Preferred member who values relationship over self-service should be onboarded how?
For Essential members, onboarding should push hard on upgrading.
Onboarding should create value,
not homework.
You can now…
- Explain the current awareness paths
- Describe how a customer enters Passport
- Identify the correct onboarding track
- Explain the onboarding minimum bar
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