The Fix: Customer Onboarding
Customer onboarding is that beginning phase where new customers learn the
ins and outs of your product or service. An exceptional onboarding
experience includes step-by-step tutorials, guidance and support, and
Onboarding requires a strategy with goals and objectives like any other
initiative. The three goals you need to keep at the forefront of your plan
Getting your customer to use the product or service more than once
in the first week, month, etc., dependant on your specific usage
Establish a usage pattern
Make your product/service indispensable to the customer
The input to finding ways to achieve the goals above will come from the
information you gather during your marketing and sales processes. The more
you know about a customer, the better the onboarding experience will be.
Christine found social media success using specific tactics she tested and
tweaked to perfection. To help other business owners and bloggers maximize
their potential, she created an online course walking subscribers through
all of her strategies.
Hype for her course is huge! Clients come on board with high expectations,
and she offers a 7-day money back guarantee. To make sure her customers
stick around and she continues generating revenue, Christine has created a
detailed onboarding program addressing any friction that typically occurs
during the first few days.
She has created detailed personas of each customer type and identified
their challenges and ideal solutions. In her initial email to each new
customer, she outlines the benefits they will receive and how they can
achieve their individual goals by using the tools she provides them.
Christine also reminds each customer that the results they will see are
ultimately up to them and the efforts they put in.
To add a personal touch, Christine holds a one-on-one meeting with each
client to welcome them and answer questions, highlighting she’s available
at any point during the course to answer questions.
Since creating an onboarding process, the number of clients that dropout
the first week has decreased significantly thus increasing revenue and the
number of satisfied customers who recommend her services to others.