The Secret to Successful Customer Onboarding
You only have one chance to make a good first impression! That first impression is everything. Your first impression is critical, so make it your best. So, you have landed your customer. Hurray! Don't get too excited just yet, however. You haven't really won them yet!
The fact is that only 40 to 60% of customers will not follow through after signing up for your product or service. (I am personally guilty of such behaviour!)
How do you keep that customer wanting for more?
This is where you need to focus on customer onboarding; the process by which you take the customer from point a. to point b. This is where you take them from potential customer to definite customer!
How can you make that transition as smooth as possible, while keeping the customer happy?
The following are a few helpful tips and ideas to help you maintain and keep happy customers:
Keep it Simple~ Sometimes people (like myself) get overwhelmed with too much information. They get lost in the process. I do know that from personal experience, my mind shuts down and I stop listening. I nod my head and smile a lot, but yet I am not at all following what you are telling me.
You need to visually explain to the customer where they are now and how to get them to the next step. Whether that may be drawing a little diagram, or showing a chart that you have set up, make sure that you haven't 'lost' the potential customer in the sign-up, or beginning process.
Baby Steps~ By showing your users exactly where they are in the process and how much they have left to go, you make it easier to get started, and via the endowed progress effect, make them more motivated to finish with every step that they take. Make sure all instructions are precise, clear and to the point. Don't give them a chance to get confused and give up.
Only ask for the Basics~ Again, be careful not to overwhelm your potential customer when signing them up. You don't want to make them feel like they are signing their life away. Stick with the basics, such as an email address and zipcode.
Make it as Easy as Possible~ Be Specific! Make sure instructions to sign up are clear and direct. Stay away from anything too fancy. I know that if I have to question anything, you have lost me.
Show off a bit! Make sure you show off the best features of what you are selling! Do a little 'Show and Tell' about your product! This is where you can let them know how it works, and why they simply cannot do without it!
Use videos or clever photos to help explain what you are selling, and why it is the best of the best! Many companies also use videos as a way to walk new customers through a product.
Ask for Customer Input. Make the customer feel like their opinions are valid. For instance, ask, "Is there anything we can do to improve?" Or, "Is there anything I can help you with?" The best way to understand customer-defined success is simple: ask the customer.
Provide Exceptional Customer Service~ Make sure your customer service is just as valuable as the product. Make sure the customer feels special, pampered and important. Everyone wants to feel like they matter. Give them something to remember you by. Whether it is a compliment, a smile, or even a free gift of some sort for signing up. A little bit of kindness goes a long way.
Provide a personal touch~ A meaningful way to welcome a new customer on board would be through a thoughtful, genuine email from a team member letting them know that you’re here to help. But do not underestimate the personal touch of a good-old fashioned hand written note.
A phone call~ in which you make sure that somebody actually picks up and connects with the customer in a friendly way is a great way to stand out!
An in-app message with a warm welcoming, personal message makes a lot of difference. Make the customer feel like you value them, and are happy to have them (stay clear of, "all signed up!") How about, "Welcome on board. We're happy you are here."
Keep in mind that user adoption strategies within an organization can be crucial to the new system's success. Good luck!