Getting Feedback

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.

Through A/B testing and tracking, you can gain a window into customer needs, locating areas of improvement in onboarding and the ongoing customer experience.

You can employ forums, surveys, or an “open door email policy” to allow customers to directly suggest areas of growth.