How to Make the Most of Your Customer Onboarding
What is customer onboarding?
Why customer onboarding is key
Customers have high expectations and it’s up to you to meet those from the first moment they get in touch with your brand. Another important thing a lot of brands often seem to forget is that within the customer journey, it’s very important to not underestimate the post-purchase moment. Buyer’s remorse is common in all humans because of the physical mechanism in our brain. Therefore it’s extremely important to be present and fortify their decision. By doing this even before they start doubting their purchase decision brands can increase customer lifetime value and prevent customer churn.
On top of that, New York Times Business best-selling authors, Emmett and Mark Murphy, state that increasing your customer retention by just 2% impacts your business the same as decreasing your costs by 10%. So making sure your customers get a great customer experience and stick to your brand is key to any successful business.
So, how to make the most out of your customer onboarding?
1. Understand your customer
Customer onboarding starts with understanding your customers. Who are they? What do they value? And most importantly, how can you make their customer journey go as smooth as possible.
2. Provide your customer with everything they need
Be sure to provide everything a new customer might need from the moment they connect with your brand. Think of all the questions you might get from customers, no matter how silly they are. The Van Gogh Museum, for instance, provides museum visitors with a weather forecast, simply because in this way they know whether or not to bring their jacket.
3. Keep your customer up-to-date
Keep your customer informed of the progress they’re making with your service. Celebrate achievements with them, but most of all understand their pain points throughout the journey you’ve set up for them. Tools such as Net Promoter Score (NPS) or Customer Effort Score (CES) can provide you with on-point feedback that will guide you towards a more effective onboarding strategy. It will also minimize any resistance future customers might encounter. Your customer’s satisfaction relates to your business’ satisfaction: happy customer leads to a happy business.
4. Personally address your customers
Don’t stay behind
It’s safe to say that implementing a customer experience-based onboarding strategy benefits both you and the customer. Whether you never implemented a customer onboarding strategy before, or already got one but look for improvements, it’s never too late. Make sure you don’t stay behind and are ahead of your competitors in maintaining the brand reputation you’ve worked hard to build. Because in the end, as your business evolves, so do your customers. It’s important to see them as one of your own. You want to onboard them as you would onboard a new employee. Make your strategy fit to what you wish you would want to experience, that is key.
Need help with finding a brilliant customer onboarding strategy? Get in touch with our customer journey expert and he will give you some amazing insights.