Onboarding Matters

Ever installed a new app or signed up for a new service? We’ve all done that before, and the first thing we need to know is HOW to navigate our way through the service and get the value.

But when the initial experience is bumpy, new customers can start to disengage or even unsubscribe from the service, FREE or paid. This is why Customer Onboarding is very important so as to boost customer retention, increase customer satisfaction and reduce customer churn.

It always excites me when I receive a welcome email from the Founder/CEO of a company whose services I’ve signed up to. Many apps provide welcome emails to new users, but it can be adapted in any type of business, not apps alone.

It is such an effective way to excite customers and provide next steps. That way, you start to lead customers through a seamless customer journey they will equally be excited to look forward to.

Now that you’ve made your customers feel at home, it is time to get them familiar with your services. This is where introductions and inductions make a huge difference. Consider mini tours, scheduled email introductions and other forms of customer engagement to help them become familiar with your platform or services. Start with a high level overview, then find opportunities later for in-depth tutorials and guidance.