An effective customer onboarding process defines the whole relationship between your product and your company. It is probably one of the most crucial stages of the customer lifecycle. If done well, it can help you retain more customers and increase their lifetime value. If not, you will risk losing the valuable customers you worked so hard to procure.
A positive onboarding experience helps the customers to understand your product and derive value from it. It makes them satisfied, and satisfied customers hardly leave.
In this article, we will learn what customer onboarding is and some of the best ways you can implement to delight your customers during their onboarding experience.
What is Customer Onboarding
Customer onboarding is successfully and progressively introducing the customers to everything you have to offer.
If you fail to do so, you will disappoint them and not be able to retain them. Thus, causing immense loss to the business in general.
According to a study, only 18% of companies focus on customer retention, whereas 44% focus on customer acquisition.
Hence, every organization must switch to creative ways of making the onboarding process fun to retain and expand the number of current customers. Let’s see that by analyzing some of the Customer Onboarding Best Practices.
Focus On Understanding Your Customer
You should always know your customer in and out. Their pain points, the obstacles they face, their challenges, the ideal solutions, and their persona. The better you know your customer, the better you will be able to tailor their onboarding experience and help them reach their goals.
Set Clear Expectations from the Start
Before any customer purchases your product, they should know what to expect from it. All your sales processes should clearly highlight the star features of the product. Incorporate this practice into the onboarding process so that they are better prepared for roadblocks and setbacks.
Also, explain to them how your team is always on board to support them when issues get out of their control.
Make the first interaction with your customers memorable and healthy by sending them a welcome email. To make it attractive, you can feature information such as:
- A thank you message to them for coming on board and opting to buy from you
- Brief description of what your product will help them achieve
- Express your joy and happiness of having them on board
- A congratulatory message for making a purchase and joining your client’s list.
You can also personalize the welcome email to make it even more attractive or incorporate videos to wow them during this welcome stage.
Perform Competitor Analysis
Taking a closer look at competitors’ content and capabilities can help you build a better version of your product. Understanding their strengths and weaknesses and what’s working for them and what’s not before crafting your customer onboarding process can give you valuable insights into developing a stronger and more informational onboarding.
Also, try to understand their challenges and how they dealt with each one. You can even reach out to their customer support team to know how they are onboarding their customers.
Incorporate Formal and Informal Training Both
Taking help from customer onboarding software that features all types of learning, including social and structural. It allows the learners to engage with fellow users and discuss the product’s unique features and designs.
They can also share positive experiences with your customer support team.
Enable Learning at Self-Pace
Enabling self-paced learning in your customer onboarding process encourages flexibility. Customers can access valuable information per their schedules without disrupting their busy lives. It allows them to manage their priorities and doesn’t overlap with their busy schedules.
The most significant advantage of customer onboarding software is that it provides valuable analytics on learners’ activity, performance, and interests. Based on this helpful information, you can customize your customer onboarding program and make it more engaging and fruitful for your company.
Reward and Encourage
There are many ways to boost their confidence, such as badges, certifications, and leaderboards. It gives them validation, and they can better associate themselves with your brand and product.Also, once they successfully complete the training program, you can reward them with certifications.
Switch to these creative and engaging customer onboarding strategies and welcome new customers with excitement, engagement, and enthusiasm.
Take time and effort to discuss and be on board with your marketing, sales, and service team. Keep your customers at the center of all your efforts.