As a response to the growing global obesity epidemic, the food industry along with the help of the academia, traditionally suggested removing fat, salt, and increasing sugar from products. However, reformulation has it's own limitations:<ol><li>Reformulation can create a "health halo" around food thus prompting people to eat more of it than they otherwise would.</li><li>Consumers increasingly equate healthiness with preserving food's natural properties but not its nutritional profile.</li></ol>

Reformulation's Limits

The most effective way for food marketers to help consumers be mindful about their health is to encourage healthier food choices. Research show that:<ol><li>Cognitive nudges provide information about food product healthiness, often employing a nutrition label or symbol.</li><li>Affective nudges attempt to motivate consumers to eat better using written or oral encouragement.</li><li>Behavioral nudges seek to impact consumers' actions directly be emphasizing convenience by making healthy choices easier than unhealthy choices.</li></ol>

Healthy Eating Nudges Can Work

The wise person does not choose the largest amount of food, but the most pleasurable.

The behavioral epicurean approach attempts to make small food portions seem "normal." The epicurean approach is affective because it favors sensory pleasure. Researchers found that consumers choose cheap supersize portions that are larger than they realize which leads to overeating and food waste.Shoppers don't really notice size decreases more than increases and they don't react negatively when it happens that's why companies won't downsize their products.

Epicurean Food Marketing: Less Size, More Pleasure

Rather than selling food as fuel as if they were in the energy business, food marketers concerned about public health and the obesity epidemic should consider focusing on eating’s pleasure.

marketingandsales

Marketing & Sales

health

Health

Epicurean Food Marketing

Almost every single company claim to provide great customer service, however, we still hear complaints from customers so we will presume that there is an opportunity for improvement.In order to have a thriving customer support team you must define what "great service" is for your company. Afterwards, once you've set a standard you then only need to deliver on your company values, consistently exceed customer expectations, and examine any legal requirements.

Defining Great Customer Service

It's tempting to say that your company will be available on every channel for your customers however, this isn't applicable for small teams without having to spread your team too thin and deliver inconsistent customer support quality.In order to figure out which channels to support you need to find out what channels your customers are using the most (tech support/live chat/social media), start with focusing on fewer channels, and then capitalize on your existing skill sets.

Choosing which channels to support

So that you may be able to provide high quality, reliable customer support, you must have a great customer support team, but how do you filter out the ones that you need? Here are some questions that can help you better choose candidates:<ul><li>What is the ideal support personality you're looking for?</li><li>What skills should your support professional have? </li><li>How will you integrate this new hire to the team? and;</li><li>How do you keep them?</li></ul>

Hiring the right people

Customer service softwares produce detailed results for us, but it doesn't tell you which metrics matter to your team and what you need to do about them. In order to choose which metrics matter here are three big questions that will help you decide:<ul><li>Why are you reporting?</li><li>Who are you reporting to?</li><li>What do you want the outcome to be?</li></ul>The metrics you choose to report should be meaningful and authentic. Afterwards, take a baseline measurement, set internal targets for your team, and work forward.

Measure the right data

<ul><li>Selecting customer service software: You need to know the difference between "nice to have" features versus necessary features along with the apps that you need to integrate. Having slow or unhelpful tools will waste your support's time.</li><li>Internal Systems: Customer support teams are heavily reliant  on internal systems such as custom database searches, configuration pages, and logging systems to access customers' fix issues. If you can't afford attractive software, make sure that it's not painful to use.</li><li>Set aside a budget for individual tools for your support team, it'll be worth the investment.</li></ul>

Picking your tools

The only downside to having a knowledge base is that it's time consuming to develop, but here are the benefits of having it:<ul><li>It will lessen the strain on your support team</li><li>Allow for faster onboarding </li><li>Greater consistency of support; and</li><li>Saves time for both support and customer</li></ul>

Creating a knowledge base

It's highly recommended to have a customer-focused company, but what should the goal be? The goal is to build in systems across teams that support great service.Support managers are encourages to:<ol><li>Push decision-making to the front line</li><li>Automate customer-friendly processes</li><li>Create feedback loops; and</li><li>Making the team feel respected day in, day out.</li></ol>

Integrating support into your product and company

Follow these 7 foundational steps to build a brand new support department or maximize the success of your existing customer support team.

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Career

teamwork

Teamwork

business

Business

How to Build a Thriving Support Team and Department - Help Scout

The market nowadays is moving forward to a more buyer-led future, keeping the buyer in control. Studies show that it's best to slowly shift from traditional content marketing and sales operation to what the buyers want.The future of sales-enablement and demand generation lies in self-service content.

It's a Buyer's World

In order to shift to a more buyer-driven format you should can start with having a buyer-led content flow because this helps address the needs and problems of the client in the least disruptive way, which the traditional approach ignores.Some of the other ways we can take part in solving the client's problems is to help them define their stakeholders, identify potential disruptions, and help them make compromises to move the buying process forward.

Shifting to the buyer-driven experience

<ol><li class="ql-align-justify">Context - focus on creating content that helps the buyer complete the steps in their task </li><li class="ql-align-justify">Choice - have someone to guide the buyers' decisions whether to stick to their current choice or to change it</li><li class="ql-align-justify">Conversations - focus on the information that the buyers want and not the information that your brand wants to share</li><li class="ql-align-justify">Confidence - help buyer's feel confident about their choice by giving them what they need to make an informed decision, this will help you become a credible resource </li></ol>

The Four Components of a Buyer-Driven Content Strategy

Since the market industry is shifting towards a more buyer-led market, we should embrace this change and add self-service models that buyers can utilize such as:<ul><li class="ql-align-justify">Self-scheduling</li><li class="ql-align-justify">Self-selection for the person they want to work with</li><li class="ql-align-justify">Self-pricing tool that helps buyers to see the complete picture of a product, understand the product in detail, and they can choose to make upgrades or make comparisons</li></ul>

Operating in a seller-free world

The future of sales-enablement and demand-gen content lies in self-service. Try these ideas to develop truly buyer-led content experiences – Content Marketing Institute

Discover the world of business and economics.

economics

Economics

writing

Reading & Writing

Why the Future of Demand Gen Lies in Self-Service Content Experiences - Content Marketing Institute

Many say the very nature of marketing involves a form of science. Does it mean marketing is predictable?Predictive analytics are quite trendy in marketing and in business in general. Many companies are trying to predict and understand the future of a company by using patterns, data and techniques.

Is Marketing Predictable?

While marketing is the core of sales for every business and organization, marketing efforts do not start off with numerous sales.In fact, many companies lose money in their effort to improve their marketing. At some point, Every business strives to reach a state of predictability. When a company reaches a state of predictability, It can drive sustainable growth from knowing exactly how much money to invest to generate a precise amount of new revenue.

A state of predictability 

So what is predictive marketing? It is a marketing technique that involves using data analytics to determine which marketing strategies and actions have the highest probability of succeeding.It has a place in the marketing technology landscape, as companies make use of general business data, marketing, and sales activity data, and mathematical algorithms to match patterns and determine the best-fit criteria for their next marketing actions. Companies that utilize this strategy strive to make data-driven decisions to yield better results

What is Predictive Marketing? 

Three main factors have led to the boom in predictive marketing including the massive amounts of data marketers can access from all available sources, access to data in real-time, and the introduction of cloud computing that provides Big Data technologies.Now that Marketing Tech tools are more accurate and sophisticated, marketers have access to better results and can measure advertising and audience sources to create campaigns with predictable responses. However, there are challenges with regard to seemingly predictive marketing.

The Rise of Predictive Marketing

One of the frustrating challenges with this approach is that it may not live up to some executives’ and marketers’ expectations for fully-automated analytics.Many marketers and business owners looking for results face this common challenge. and this is a result of the fact that marketers fail to marry the art and science of marketing. Humans remain smarter than computers. That is not to say that there are no advantages. let us look at the benefits of predictive marketing.

Challenges with Predictive Marketing 

There are several advantages of Predictive marketing such as having insight into consumers and their behaviours including improving customer engagement and increasing revenue, gaining more sophisticated segmentation of data, identifying campaigns and actions that are better targeted to customers, better-utilizing marketing budgets, and improving lead scoring.

Benefits of Predictive Marketing

Overall, it takes much of the guesswork out of marketing and the benefits of predictive marketing empower companies to conduct more accurate forecasting.It also puts marketers in a better position to see what’s around the bend and perform better in terms of upselling, making the next-best offers, determining long-term profitability, and being prepared for shifts in market conditions.Would you like to take advantage of predictive marketing? check out my next stash on predictive marketing tools and their uses.

Conclusion 

Many say the very nature of marketing involves a form of science. Does it mean marketing is predictable? Predictive analytics are quite trendy in marketing and in business in general. Many companies…

strategy

Strategy

Don’t accept a project without discussing what is expected on both sides. Make sure you understand what your client wants you to do, how much time they are giving you to do it, and to what extent they expect you to include them in the process. If you think their expectations are unrealistic, discuss alternative timelines or adjustments to the project. It’s a good idea to give each client a written copy of your process, including milestones where you’ll expect payments. This will keep them from calling you to ask about the next step, and it may prevent payment delays.

Discuss what is expected on both sides

There are many reasons that the details of a project may change, so you must plan for that when drafting your contract and discussing your work process. You should cover the steps a client may take when requesting changes to the original design plan, and this includes adjustments to the timeline and budget. Many clients don’t realize how much work is involved for changes that they consider simple. When setting milestone dates and deadlines, give yourself some room for unexpected delays.

Plan ahead for changes and delays

Don’t give a price quote until you’ve thoroughly discussed the needs of the client.There are some things that justify an increase in your rate, but you may not know that those things apply until you’ve thoroughly discussed the project. If they expect you to put other projects aside and rush their order, then they should expect to pay a bit more. They should also expect to pay for added elements or more complex designs, so hear the client out before you give them a number.

Price quotas

Offer clients a first and second phase to control unrealistic expectations and nonstop additions.Clients come to you because they don’t have the knowledge needed to take the vision in their heads and turn it into a functional product. This is why many successful designers create a two-phase project. The first phase will include essential features which make the product functional. The second phase will include features that are more elevated but which aren’t necessarily needed. In many cases, the first phase product is exactly what the client needs.

Avoiding unrealistic expectations

Stay in the design business long enough, and you’ll run into at least a few clients that are on fire for their projects at the beginning but drop out of sight somewhere along the way. These are often clients with big dreams and a shortage of ambition or funds. As long as you’ve given the client a timeline for payments and are firm in collecting before you proceed to the next milestone, you won’t lose out financially. You just have to accept that there may come a point when your messages go unanswered and you have to set the project aside.

Accept that some projects are destined to die

Tips to help you become an effective and self-reliant graphic designer

Being a Graphic Designer in the Modern World

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Product & Design

5 Tips to Deal with Graphic Design Clients – Graphic Design Degree Hub

Churn can most basically be defined as resources lost in a given period of time. Typically it’s referring to users or revenue lost and is usually represented with either a percentage or dollar amount. For example, if you had a 5% monthly user churn rate, that means each month 5% of your customer base is cancelling. Or if you said you had $2,000 in monthly revenue churn, that means you lost $2,000 in monthly recurring revenue from either customer cancellations or downgrades.

The Definition Of Churn

[Leaving Customers/ Total customers]×100

Calculating Customer Churn: The Formula

<ul><li>User churn is the number of customers you’re losing in a given timeframe (typically per month or year).</li><li>Revenue churn, which is arguably even more important, is the amount of revenue you’re losing in a given time frame due to downgrades or cancellations.</li></ul>

Users And Revenue

Here are a few signs/red flags that you might have a churn problem: <ul><li>Your churn is outpacing new customers.</li><li>LTV is shrinking: The longer your customers stay with you, the higher the lifetime value (LTV) of your average customer should be.</li><li>Your churn rate is above 10%: 5-7% is considered an average churn rate. But when you start getting into double digits, it’s usually a sign that something in your process isn’t working. </li><li>More downgrades than upgrades: If you offer different plans or add-ons for your product, you want to have more customers upgrading than downgrading. </li></ul>

Signs Your Company Has A  Churn Problem

Ask your customers why they are cancelling. Make sure you customize the cancellation reasons in your survey based on your product.After having a cancellation reasons form, you can break down the reasons and segregate the customer feedback. If trying to find out why they are cancelling is the first time you interact with your customer, that’s probably part of the problem. The best time to establish a strong relationship with your customers is during the onboarding/free trial process.

6 Churn Reduction Strategies: Find Out Why Customers Are Cancelling

A great onboarding process helps companies: <ul><li>Give customers the best first experience of the product possible, by guiding them through it.</li><li>Keep customers informed throughout the process with a clear line of communication.</li><li>Enable customers to learn more about how to use the product.</li><li>Find out what works and doesn’t for their customers.</li></ul> Many companies use the tried and tested method of well-timed emails to ensure the onboarding process is smooth.

6 Churn Reduction Strategies: Create A Magnetic Onboarding Process

You can build Customer(or Brand) Loyalty by:<ul><li>Being honest and transparent</li><li>Celebrating your customers, starting with the high-value segment.</li></ul> Someone who just enjoys your product might leave if another company releases a similar product at a lower price. Their main concern is the utility of the product.A brand loyalist, on the other hand, likes your product AND your company. They consume your content, attend your events, brag about you on social media and send referrals.

6 Churn Reduction Strategies: Build Customer Loyalty

To get more clarity, look at your churn by customer segments or cohorts. Customer segments are the different ways you group customers together. It could be by their plan level, location, coupon vs. full price, or any other category.

6 Churn Reduction Strategies: Analyze Churn By Customer Segments

Listening to your customers (and acting on their feedback) directly impacts churn. The problem some companies run into is feedback can come in from all over the place (social media, support desk, personal conversations, etc.) That makes it tough to keep track of. Brands are viewed more favourably by 77% of consumers if they proactively invite and accept feedback. So being intentional about getting feedback and putting it to use can help you retain customers and reduce churn.

6 Churn Reduction Strategies: Listen to your customers

Typically, one of two things happens when your customer’s payment fails: <ul><li>They eventually realize it and make their payment</li><li>They go ghost and you lose out on the money.</li></ul> Even if the customer does update their payment info later, you’re still missing out on revenue. Instant email communication helps, where the goal is to let customers know their payment failed, and get them to update the information.

6 Churn Reduction Strategies: Recover Failed Payments

Discover easy to implement strategies to reduce your churn rate

startup

Startups

Ultimate Guide to Reducing Churn

In this guide, we’re going to go over six strategies to reduce churn, with real-life examples from SaaS companies that have successfully done it.

I spent over a week talking to founders about how they reduce churn in their SaaS business. Here are the strategies they shared!

6 Proven Strategies to Reduce Churn

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.

Reducing Churn By Effective Onboarding

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 customer cohorts to identify good and bad fits. Letting bad-fit customers through the door simply to raise acquisition will cost more than they spend. High churn rates and bad reviews quickly erode revenue gained in these situations.

Getting The Right Customers

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” of their features once an account is activated. These tours highlight the most exciting product offerings and help the user set up their account.
Show your customers your best side, reminding them why they signed up, and they’ll be more likely to experience early success and remain loyal to your product.

Reinforce Customer Choice By Highlighting Your Best Features

<ul><li>Don’t underestimate the power of solid welcome emails.</li><li>By shaping communication around data, you increase your chances of success.</li><li>A robust subscription billing platform can automate the welcome email process. </li><li>Take the time to make your communications and welcome email shine, and watch user activity rise.</li></ul>

Optimize Communications And Welcome Emails

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.

Ensure And Celebrate Early Success

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 don’t overdo it. Making customers aware of the advanced features found in premium accounts can be done without coming across as forceful. If customers need the features, their comfort with your product and their success thus far will be all it takes to convince them to upgrade.

Educational Content And Thoughtful Upsells

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.

Getting Feedback

All the things you need to better the most important part of your customer journey. 

leadershipandmanagement

Leadership & Management

communication

Communication

Onboarding Matters

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.

How to Optimize your Onboarding Process to Reduce Early Churn

When startups talk about percentage churn(say 5 percent) they ignore too many variables: Does this include users who signed up during this month, or only lost customers from the previous month?What is the revenue churn vs user churn? 5% is okay if it’s all free users you’re losing, but what if that 5% happened to be all your premium customers or 50% of your revenue? What is your activity churn? How many users became inactive this month? This is your leading indicator of future churn, and usually the most actionable insight.

Customer Churn: The Questions To Ask

Activity churn is the best indicator of future problems. Typical churn stats use something like account cancellations as a measurement but cancellation is only ever a trailing indicator, it’s literally the last thing that happens. When you identify previously active customers who are slipping, a well-timed personal email can help to re-engage them. The best case is that you recover a customer; the worst case is you learn why your users leave. Either of these leaves you in a better position than doing nothing.

Activity Churn Is What Matters

There is a difference between someone who didn’t convert after a 30-day trial and a year-long user who has started to slip away. The difference results in two different jobs, conversion and recovery. Don’t let them both fall into a naive “we miss you” bucket. Treat them differently.

Strategies For Re-Engaging Customers: Target The Right Ones

Don’t auto-mail a customer who has several open support issues to remind them to login and don’t begin your mail with “Dear Customer”. Such activities do more harm than good. Introduce yourself in the email, and make it clear that you’re a real person who really wants to hear what they have to say about your application.

Strategies For Re-Engaging Customers: Be Personal

Customers don’t forget to use your product, they lose interest in it. So you have to motivate them. There are some features that will bring customers back, or keep them from switching. By offering churning customers a glimpse of what’s coming down the line, you can excite them about future releases. Things that inspire people to stick around are usually features which save time (e.g. better importing), increase adoption or efficiency (e.g. integrating with third parties), or offer additional value for no extra work (e.g. weekly reports).

Strategies For Re-Engaging Customers: Being Interesting And Useful

If you have new features coming down the line, screenshots or gifs can be particularly interesting for long standing users. If the improvements are in terms of workflow, sometimes a clear diagram will be seen and understood far better than paragraphs of text. Never forget you’re just one of many emails in the inbox, and they’re all making promises. Any effort that makes your email stand out will help.

Strategies For Re-Engaging Customers: Be Visual

Some amount of churn is natural. Businesses come and go, as does the demand for your product. When a customer decides to leave, make sure they leave on good terms. If they have legitimate problems with your product, acknowledge them. Don’t delude yourself and fight back. Thank them for their custom and let them go. The easiest way to screw this up is to continue to spam them months or years into their departure. It does more harm than good.

Strategies For Re-Engaging Customers: Be Thankful, Honest, And Respectful

If you’re a SMB(Small Or Medium Business), you could expect an annual churn rate of anything from 31-58%. As startups acquire more customers and target the enterprise market, churn falls to a more respectable 6-10%. In their early days, companies are still finding their customers and will inevitably attract the wrong customers for whom their product isn’t a good fit, hence churn should decrease for startups as their product and brand become more focused and mature.

The Impact Of Churn: Your Mileage May Vary

Churn is one of the most important metrics for today’s startups. It's also the most misunderstood. Learn how to understand churn properly for your business.

Reduce churn by re-engaging your customers

<ul><li>Gathering feedback is one of the most powerful, yet often underutilized tools to reduce your customer churn.</li><li>The best way to gauge customer satisfaction is to gather feedback directly from your user base. </li><li>If you don’t regularly seek customer feedback, you won’t understand what you’re doing well, and what you need to improve. </li><li>Ultimately, reducing churn stems from how well you can understand and solve your customers' problems.</li></ul>

The Criticality Of Customer Feedback

If you connect with customers at the point of cancellation, using a short survey and open-ended questions, you can hone in on why they churned. If you run these surveys for every churning customer, you’ll start to see patterns emerge. You’ll begin uncovering insights for the following key questions.  <ul><li>What are the main reasons for churn?</li><li>Do churn reasons correlate with any customer persona? If so, how?</li><li>What can be improved to reduce churn (product, support, messaging, etc)?</li></ul>

Why Customer Feedback Is Crucial: Discover Causes of Churn

In any business, there are always shortcomings and areas for improvement. If SaaS leaders choose to ignore this and don’t listen to the voice of the customer they serve, they’re likely ignoring the problems that their customers are experiencing. These issues can continue to manifest and increase your churn until it’s been identified and rectified. You can run a variety of data analyses to identify where you are losing customers, but that will not tell you why they are leaving. You can only get that by checking in with customers regularly, particularly after they churn.

Why Customer Feedback Is Crucial:  Proactively Address Future Churn

The very process of asking people their opinions can induce them to form judgments that otherwise wouldn’t occur to them.These so-called measurement-induced judgments can influence later behavior of a customer, as it positively impacts their perception about the company.

Why Customer Feedback Is Crucial: Improve Customer Sentiment

Feedback insights based on customer segmentation offer unique perspectives: <ul><li>Recently Churned Customers</li><li>High Lifetime Value Customers</li><li>High Engaged Customers</li><li>Disengaged Customers</li></ul>

Tactics For Applying Feedback to Churn: Who To Ask

<ul><li>During Customer Onboarding</li><li>During the offboarding process, when customers decide to churn.</li><li>Inside the app, while the customer is using the product.</li><li>A quarterly check-in.</li></ul>

When To Gather Feedback

<ol><li>Start reactivation campaigns after making notable improvements using the feedback.</li><li>Start upselling and cross selling campaigns.</li><li>Build a more informed help center.</li></ol>

Taking Action: What To Do With Feedback

Feedback: Your Hidden Power To Proactively Kill SaaS Churn

Poor onboarding, engagement and customer service make up 52% of the reasons customers leave in the first 90 days.

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.

The First Few Days For Any New Customer Is Very Crucial

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.

Start With A Welcome Email

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.

Mini-Inductions & Intro Sessions

Whether you’ve got an app, a software or a non-tech service, wizards and templates are a great way of speeding up setup. An accountant can use a budget template to help a new client create their initial budget. Apps can have presets that automatically configure systems and preferences for new users. Think of ways to speed up the initial setup with reusable wizards and templates so the customer’s setup tasks are fewer and faster.

Speed Up Setup With Wizards & Templates

Bombarding a new customer with all information on day 1 is a recipe for disaster. You will end up overwhelming them, they would forget most of what you said, and they will still contact you for support. A better way is to break up and pace out your content and deliver them to new customers using two types of triggers.<ol><li>User triggers - content released to a user when they take an action. Eg. Display an on-screen tip to a customer visiting a specific page for the first time</li><li>Time triggers - eg. Tutorial content sent to new users over the first 7 days of subscribing</li></ol>

Triggered Content

Customers can’t be bothered with reading pages of text especially when videos can relay the message easier and better. This is why instructional videos are more powerful than text-based user guides. Consider creating an archive of short videos and make them available to customers for reference. Eg. An accountant can create a short video clip showing a customer how to create a budget.

Video Is More Effective Than Pages Of Text

If all the previously mentioned activities are setup properly, you should find fewer customers needing your support during onboarding. That said, let customers know how to reach you for assistance as this gives them the additional confidence, knowing that help is not far away.

Reliable & Reachable Customer Suppprt

Many businesses struggle to keep up with customer enquiries, complaints, feedback and special requests. It is impossible to respond and resolve issues within specific timescales and urgency if you rely on emails only. This is why a CRM like <a href="https://mycentreoffice.com">MyCo</a> is great, for capturing customers, automating customer communication and setting up a Service Center to capture customer requests. It also has a 14 day free trial you may want to check out.

Use A CRM/Business Tool With A Service Center

And don’t assume it’s all working seamlessly once you launch your new customer onboarding process. Pay attention to customer behaviour, get customer feedback and continuously find ways to improve the process.

Don’t Forget To Collect Customer Feedback

Why is the customer onboarding process so important? Very simple - to attract, convert and retain more paying customers. It will help you increase your customer lifetime value (CLV) so you can keep delivering paid services to your customers consistently and get paid continuously. This is how businesses win and retain their deserved marketshare.

It’s All About The Customer Lifetime Value (CLV)

It is so easy to lose a customer just after they’ve subscribed or paid for your services.  When this happens, it is most likely due to a faulty Customer Onboarding process. Here is how to setup a seamless Customer Onboarding process that retains customers.

Customers can become frustrated and leave your services even in the first few moments and days of subscribing to your services. Many organisations have proved this including Business2Community…

A Seamless Customer Onboarding process that sells

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