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How to create a successful onboarding process
Why onboarding is crucial for customer retention
How to measure the success of onboarding
While signing new customers is obviously key to business growth, retaining those customers is just as important.
What reduces customer churn? One big factor stands out: effective onboarding.
Nailing the onboarding process, especially for a product that may be constantly evolving with technology and customer needs, can sound daunting. But it can’t be ignored. Onboarding that isn’t optimized to increase retention costs you both the customers who churn, as well as the potential customers, warned away through reviews and word-of-mouth.
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There is a direct correlation between customer retention and the time between acquisition and their first “wow!” moment.
A “wow!” moment is what happens when a customer sees your product delivering results. It’s an affirmation that their purchase was the right choice. If you can ensure an e...
People experience a range of emotions as they first hear about, research, and decide to invest in a product. Throughout this journey, it’s important to reinforce their interest, especially in those moments after the purchase.
Many digital companies accomplish this through a virtual “tour” ...
Educational content is a great way to retain customers.
A good idea is to combine educational content with strong and responsive customer support, and users will be so informed they won’t leave for lack of understanding.
It can be tempting at this phase to get pushy with upsells but d...
In an ideal world, personalized or concierge onboarding would be available to every customer. That’s not always possible. The next best thing, of course, is having channels that allow you to see customer pain points during the onboarding process, or even invite them to tell you themselves.
Before onboarding even begins, your business must attract customers who need what you offer. No onboarding process can rescue a customer hoping to burn CDs with a Spotify account.
Be sure that marketing and sales understand what your product does, and doesn’t, offer. Use c...
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