"Did you know that 88% of customers stop using a product due to a poor onboarding experience? Let's dive into how to avoid this pitfall."?? ??
A well-structured onboarding process?significantly impacts customer retention and satisfaction. Let’s explore?how to?optimise the onboarding journey.
Over the past few weeks, we have covered some of the powerful features and benefits of customer journey mapping in driving customer satisfaction and loyalty. Now, it is time to turn our focus to another pivotal area—“customer onboarding.”
? A seamless onboarding flow will help create an excellent customer experience, resulting in customer satisfaction and retention.??
"Ensure that the reason our customers bought our software is fulfilled and they see value delivered" ~ Wynne Brown
Transform New Customers into Loyal Advocates with Effective Onboarding
Supercharge Your Business with Optimised Onboarding - Onboarding is the process by which one introduces new customers to the use of your product or service. It is one crucial stage in determining what will happen along the customer journey. A well-implemented onboarding process may contribute to the following:
Reduce Churn: You could increase the satisfaction and loyalty of your customers with an excellent first impression.
Increase product adoption: Smooth onboarding will help customers understand how to use your product or service as early as possible and what value it brings them.
Improve customer satisfaction: Promptly addressing a customer’s needs and questions, you can create a positive feeling from the very first moments.
"How do you currently measure the success of your onboarding process?"
"Customer experience is rooted in trust. They will become your brand ambassadors if there is alignment in values" ~ Jeanne Bliss
6 Key Strategies for Optimising Onboarding Process
Set Concrete Goals: Clearly define the specific outcomes for your onboarding process. Do you want to increase product adoption and customer satisfaction, reduce churn, or achieve any combination of these? Setting clear goals will help centre your resources and measure your success.
Personalisation: The need to ensure that your onboarding caters to the individual needs and preferences of each particular customer cannot be overestimated. This could be anything from customer segment to product complexity and previous experience. Using data to find and segment customers will go a long way in personalising the onboarding experience. Please provide them with personalised recommendations and guidance peculiar to their needs.
Simplify the Process: Breaking down more extensive processes into smaller steps could be more straightforward. It is important not to confuse your customers with what might seem like an information overload; instead, prioritise what is most essential and emphasise only the main steps necessary to get them started.
Offer Timely Support: Provide timely and practical support to your new customers. This can be in the form of a knowledge base of frequently asked questions, tutorials, live chat, email support, or even onboarding specialists. Call customers who seem to have questions or problems.
Gather Feedback: Use surveys, feedback forms, and analytics to garner feedback from customers. This way, you will be able to notice certain loopholes that need improvement and thus optimise your onboarding process. Look for patterns and trends in the feedback and base decisions on those findings with data as support.
Always Optimise: Periodically refine your onboarding process to maintain its effectiveness and efficiency. A/B test new onboarding methods and analyse how your changes are affecting your stats. Celebrate your successes and learn from failures, but most importantly, keep optimising your onboarding process.
? Implement these strategies to supercharge your customer onboarding process. ??
"The faster you can help customers understand and extract value from your product, the stickier and more successful they'll be"~ Jeff Gardner
4 Common Pitfalls to Avoid
Overwhelming New Customers: Avoid overwhelming new customers with too much information at one time. Break up huge chunks of information into smaller, more easily digestible pieces. Communicate clearly and concisely to avoid confusion. Discuss the most important features, mainly focusing on the simple steps required to get up and running. Overwhelming new customers can lead to increased churn and negative brand perception.
Forgetting Customer Support: Extensive training with your support team to handle customer queries. Multiple lines of support: email, phone, and instant messaging/live chat. Timely responses and practical solutions to the customer’s problems. Proactively engage with the customer to resolve issues before they occur.
Not Making it a Personalised Experience: Design a personalised onboarding process for the customer’s needs and preferences. Consider the customer segment, how complex the product is, and previous experience. Leverage data to identify specific customer segments to which unique onboarding should be provided based on that data. Several personalised recommendations and guidance
Not Following Up Enough: Follow up with all new customers to see if they have any questions or concerns about the onboarding process. Clear up any queries or doubts they might have. Provide additional resources and support. Follow up to request feedback and further improvements.
?? You can avoid these pitfalls when you develop your customer onboarding process to reap the benefits of enhanced customer experience and retention. ?
“A poor onboarding experience is hard to come back from and is the fastest way to lose a customer. It’s critical to actively think about the entire customer journey – Define it, Map it, Document it” ~ Paul Philip.
7-Point Checklist to Optimise Your Onboarding Process
Define your onboarding goals: Set clear objectives: Be precise about what you want to achieve from this onboarding process. Are you trying to increase product adoption, reduce churn, or increase customer satisfaction? Align with Business Goals: Ideally, your onboarding should align with your overall business objectives. Define Key Metrics: Outline the key metrics to monitor the efficiency of your onboarding process in terms of time-to-value, customer satisfaction, and product adoption rates.
Target Audience Identification:Segment Your Customers: You would segment customers into various categories based on their industry, company size, or technical experience. Onboard Tailored to Fit: Design individualised onboarding experiences tailored to fit every segment individually. Customer Personas: One way to understand ideal customers is to create well-developed personas representing them and then outline their needs and motivations.
Look and feel of the onboarding process: Simplify processes: Break down complex processes into small, bite-sized pieces that make sense. Prioritise key information: Refrain from overwhelming new customers. Enhanced UX: Use a logical flow that would allow one to proceed intuitively through the onboarding process. Set Expectations: Establish and communicate the onboarding process and time to your customers.
Put Effective Training and Resources in Place:Develop Quality Training Materials: Prepare excellent training materials, including tutorials, videos, and FAQs, alongside others. Provide Different Types of Training: Create different training offerings, including self-directed online courses, live webinars, and in-person classes. Timely Support: Provide support in a timely and effective manner through multiple channels, including email, phone, chat, and knowledge bases.
Responsive Support Promptly: Assigned Support Team: Establish a team, especially for queries/issues regarding onboarding. Multi-Channel Support: Allow the customers to choose from various options they would like to receive support: email, phone, chat, and self-service portals, amongst others. Establish Response Time Goals: Respond to customer inquiries quickly and efficiently. Proactive Reach Out: Smell an issue before it turns to reality, and proactively contact customers for help.
Collect Feedback and Improve: Surveys and Interviews: Collect new customer feedback and improve areas. Customer Support Tickets: Find repeating issues and pain points in customer tickets. Track Key Metrics: Monitor critical metrics that reflect the efficiency and value of onboarding. Iterate and Refine: Use feedback and data to continuously improve your onboarding process.
Monitor and Continuously Optimise Your Onboarding Process:Track Key Metrics: Monitor critical metrics such as time-to-value, customer satisfaction, and product adoption rates. Analyse Customer Feedback: Listen to customer feedback to understand where to change for good. A/B Test Various Approaches: Try different onboarding strategies to see what works best. Pulse Check: Stay on the pulse of trends in customer onboarding to stay ahead of the game.
?? By following these strategies and avoiding the common pitfalls, you’ll be able to make seamless and effective onboarding of customers towards the growth of your business.
“Onboarding is more important than ever with today’s environment, especially with financial service firms’ increased attention to the customer experience.” ~ Forrester Research Inc.
I just finished reading Jason Miller’s “Mastering Customer Onboarding” and noticed similar vibes in the “From Churn to Champion” newsletter series. Both resources underline the crucial role of onboarding in customer success.
Miller’s book is a deep dive into the art and science of onboarding, reinforcing the critical need to create a seamless, personalised customer experience right from the beginning. Our newsletter series, “From Churn to Champion,” follows the same theme. We examine all aspects of onboarding, including setting goals, personalisation, and ongoing support.
Mixing insight from Miller’s book with best practice guidance from our newsletter will improve your onboarding process and ensure customer satisfaction.
Key Takeaways:
Personalisation is everything: Ensure that unique personalisation meets the customer’s needs and preferences in the onboarding experience.
Expectation setting: Let them know what they should expect from the onboarding process.
Timely support: Avail yourself for questions and concerns.
Continuous improvement: Periodically enhance your onboarding process based on feedback and incorporate iterations based on customer insights.
?? By combining the insights from Jason Miller’s book with the practical advice in our newsletter, you can create a world-class onboarding experience. The book provides more.
“Customer experience better be at the top of your list when it comes to priorities in your organisation. Customer experience is the new marketing.” ~ Steve Cannon
Actions that you can take today to create a good onboarding program: (Key Takeaways | TLDR)
The following is a step-by-step actionable guide to building a sound customer onboarding program;
Define Your Onboarding Goals: Please clearly state what you want to achieve through this onboarding process. Is this an onboarding process to increase product adoption, reduce churn, or improve customer satisfaction? Set clear goals that will help keep you focused while measuring success.
Identify Your Target Audience: Understand the target customer segments and their unique needs. Based on these segments, build the onboarding process while keeping them in mind. Some other elements are technical experience, industry, and company size.
Create a Custom Onboarding Experience: Leverage customer data to enable personalisation in the onboarding process. Offer different onboarding routes to customers depending on needs and preferences. Dynamic content will show relevant information at the right time.
Streamline Onboarding: Long procedures are split into smaller, more easily digested steps. Ensure that language is clear and concise. Distil down information to show only what is crucial and simplify it to just the core actions someone should take to get started.
Provide Timely Support: Offer customers multiple ways to get assistance: email, phone, chat, and self-service. Respond swiftly and professionally to customer inquiries. Provide proactive support to prevent issues from becoming problems.
Collect Feedback and Iterate: Collect feedback from new customers to understand where you can improve. Deploy the use of surveys, interviews, and analytics to gather insights. Constantly refine the process of onboarding with customer feedback and data.
?? By following these steps, you will create a seamless and efficient onboarding process that will help you retain customers and spur growth.
We will discuss further “From Churn to Champion” topics as we dive into future newsletters. Let’s not be the bad guy in our software story with churn; let’s be the hero in customer loyalty today. Subscribe ?? and tap into the secret behind sustainable business growth.
Please like ??, comment ?? and share/repost ??
"What challenges have you faced in onboarding new customers?" Share your comments.
“36% of financial institutions surveyed claim to have lost customers due to inefficient or slow onboarding procedures.” ~ Fenergo
?? Ready to Transform New Customers into Loyal Advocates with Effective Onboarding in your software/SaaS company? Let’s get the conversation started! ??
Imagine me guiding you through the design of your growth strategy, tailored to your vision and resources, as a Business Profitability Expert and Coach. Offer a free consultation using our scheduling tool to explore how we can work together to grow your business. - Book your call now.
?? Let’s take your business to the next level! ??
Have a refreshing and energising weekend!
Kumar (a.k.a. Murugan Kumaravel)
P.S. Please share this newsletter with other leaders facing the challenge of churn in software development. Together, let’s build a community of customer-centric innovators.
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