When onboarding new customers, you want to be thorough without being overwhelming. As customer success thought leader Lincoln Murphy has famously said, the seeds of churn are planted early. If you lack flexibility when onboarding a new customer, you’ll set the ‘seeds of churn,’ which will make you susceptible to competitive takeover. To avoid this, you need to implement a best-practice customer onboarding program based on industry standards and benchmarks, combined with your own, unique experience delighters.
The ‘why’ and ‘what’ of a customer onboarding program
A best-practice customer onboarding program involves unlimited guidance and support, staged advice, and the recognition of milestones that a customer achieves through your solution. Let’s have a look at three best practices that will turn your onboarding process into a success!
1. Set clear expectations with buyers prior to purchase
Make sure there are no misunderstandings. Buyers should have a clear picture of your offer, how it will help them, and how much it will cost. They should also know how to get started and understand how, if, and when they can get service if needed.
2. Show value throughout the onboarding process
Every point of contact is an opportunity to demonstrate how your company meets a customer’s needs and eliminates pain points. Likewise, you can show how many other customers you’ve done this for – a chance not to be missed.
3. Stay in touch all the time
You need to be available for your customers – not the other way around. While many companies only offer customer service during business hours, you should go the extra mile: make sure customers have access to problem-solving resources at all times. Use multimedia to support, guide, and delight them at every step.
Want to take your customer onboarding process to the next level? Don’t hesitate to contact us