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 early “wow!” moment, and celebrate it with customers, their satisfaction smooths the onboarding process.
A positive experience increases the chances that customers will enjoy using the app and perhaps even upgrade to a paid membership for more features.
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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 constan...
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...
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...
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.
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” ...
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A customer service video allows people to self-serve and find a better way to solve their problems. It makes them happy and they will give a good rate for your organization.
Once the customer satisfaction rate increases, your company will gain some benefits, such as:...
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