Lisa Schwartz on Client Onboarding and the Trust Equation (Part 1 of 2)
Onboarding is the first date. It's the moment a client decides whether to pursue a deeper relationship or walk away.
Lisa Schwartz, COO of Mathematica, joined me to unpack the psychology and structure behind onboarding experiences that build trust and loyalty.
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Originally aired June 5, 2025 as Episode 138 of The Trusted Guide Podcast (then The Delighted Customers Podcast).
What we cover
Why onboarding is critical for long-term client engagement
How intentional, personal touches turn a process into advocacy
Applying the Trust Equation to onboarding
First impressions are trust signals
Lisa blends research rigor with operational experience. Her view of onboarding as the start of a relationship, not a checklist, is a useful reframe.
Related episodes
About the guest
Lisa Schwartz is Chief Operating Officer of Mathematica, where she has spent two decades. She holds a PhD in psychology from the University of Maryland.
If this conversation was useful, you'll find more like it in The Trusted Guide Newsletter: practical insights on trust, influence, and leading change.
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