Why Customer Onboarding Matters More Than You Think
In many companies, employees at different levels are guilty of not having any proper procedures for a client on boarding. This is especially true for customer-facing roles like sales and support, where many believe that the best way to find new clients is to take on each customer as it comes without ever making an actual plan for finding and acquiring them systematically. With customers being caught up with just trying to close the deal, sales and marketing teams tend to neglect new clients after bringing them on board. And when dealing with employees and HR managers, there isn't usually an adequately optimized set of steps outlined for their introduction into a company's culture. As one of the leading experts in current best practices across various industries, we recommend you contact us to provide you with strategies and tactics on how innovators like Airbnb use advanced processes when working with both customers and employees alike.
What is Client on Boarding?
Having a sound customer onboarding strategy in place is key to increasing your chances of gaining loyal customers. Why does this matter? Increasing your chances of customer retention rates help you become more financially independent overall, which gives you more freedom as an entrepreneur and is also crucial for your company's growth in the long run. In other words, patient investors are more likely to give you more support for your business because they'll see that loyal customers are essential to you. Now, you probably already have some excellent strategies and tactics in place, but don't get too comfortable! Growth Hacking does not mean that you can neglect your customer retention.
Addressing Customer Churn
Now that's clear, let's talk about what causes customers to churn. There are four broad categories to consider-
While clients on boarding your customers is essential, you should be prepared to go the extra mile if they still have trouble using the product. Some companies will push a response form into buyers' inboxes and call it a day. This is a problematic way of going about things — you need to give people some support if they're struggling with making your product work as expected.
Hitting The First Success
Your goal is two-fold: first, to help your customers get started with your product by clearing the initial hurdle of learning how to use it. Second, when you make this first step easy for them, you are helping them familiarize themselves with it and start experiencing more success as a result. Once they've had their first taste of success, they will naturally crave more -and that's where you have the opportunity to upsell.
Like what you read? You'll be able to relate to how just how important it is to ensure that every one of your customers is as successful with your product as possible. It's not just about giving them good support — through onboarding emails, for example — but also making sure they get to "first success" (whatever that means to them personally) as soon as they join. Here are some great examples of onboarding email sequences that will encourage your users and help them find success sooner rather than later…
Step 1: Start with the goal of the program. What is the most crucial action that you want your customers to take?
Step 2: Establish milestones or secondary goals. What will keep your clients with you and convert them into loyal users?
Step 3: Utilize customers' feedback to know your product's challenges. Since you rely on the opinions of your potential customers, you can plan ways to mitigate their issues and improve your products.
Step 4: Design an automated email campaign that addresses the challenges efficiently. Address them in manageable steps, and send customers links to online support articles and knowledge bases so they can seek out answers on their own as well as access video tutorials.
Step 5: Once your customer experiences their "first success", continue walking them through their other milestones.
That's all for now on clients onboarding. In the following article, we'll look at appointment setting services. Stay tuned.
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