Customer onboarding is among the crucial parts of the customer journey. It set the tone of everything that will come between you and your customer. It is the first thing that a customer will go through in their engagement with you. Your onboarding process will primarily define your customer’s first impression. In today’s business arena, a first impression is essential.
If your onboarding process gives them a positive impression, they are more likely to continue doing business with you. If your customers had a negative onboarding experience, they would probably switch to another business for their needs. Any business would want to keep their existing customers to do business with them. If you are running a subscription-based company, you want your current subscribers to continue their subscription.
Your onboarding process plays a significant role when it comes to customer retention. Like many entrepreneurs, you might have failed to notice that your existing customers are the primary source of your revenue. A positive onboarding experience can help turn your customers into your business advocates. Studies have shown that a business’s top referral sources are happy customers.
Understand Your Customer
Before you could design your onboarding process, you need to understand your customer first. Your customers will be the ones using it, so it is essential to know what they want. What difficulties are they facing when it comes to onboarding? What are their pain points? Your customer’s behavior will allow you to customize your onboarding experience around their needs.
Your approach needs to be customer-centric. It let you focus your effort on creating a positive customer experience. Most customers nowadays want convenience. Hence, it would help to make your onboarding process seamless and straightforward to satisfy their needs.
Having An Onboarding Strategy
Like in marketing, you need to craft a strategy before you create a campaign. A campaign without a plan is a campaign without any direction. A strategy is also required in your onboarding process. Before you launch it, you should define your goals and devise a plan for your onboarding process.
Your goals will help shape your onboarding process. Starting with an objective set tone on what you want to achieve with your onboarding process. As you go through the process, you can refine your goals as you get more information about your customers. Your goals and plan will give you something to start with and envision what you want to attain.
Customize The Onboarding Experience
Most businesses tend to treat every customer the same. But each of them has a unique set of needs. And no two clients are identical. They might have many similarities, but they also have many differences. They would prefer to be treated based on their individuality. It would help if you remembered the lesson to treat your customers the way you want to be treated.
Customers, mainly your existing customers, are the most valuable asset of your company. Make them feel that they are your business partner based on their onboarding experience. Customize the experience of your onboarding process tailored to the specific needs of your customers.
Different customers will have different needs, and you should address those needs in your onboarding process. You could have a VIP-only portal or exclusive content and offers. But you can only customize your onboarding experience if you understand your customers.
Gathering data from your customers will allow you to better understand them and their needs. You now live in a data-driven world. Like marketing strategies, your onboarding strategy should be based on data. Admittedly, most startups are unaware of their customers’ needs.
It will allow you to measure the success of your onboarding process. Is it providing a positive customer experience? You can solicit feedback from your customers to determine how your onboarding process is performing. Customers are also a great tool to gather information about their needs. You can ask your customers about areas that your business can improve. It also helps you identify the strength of your onboarding process.
Build A Relationship
If you dream of creating loyal customers, you need to shift your mindset from making a sale to building a relationship. The onboarding process is a chance to build a relationship with your customers. It will help you gain their trust and turn them into your business advocates in the future.
You can create a relationship by making your onboarding more personalized. You can do this by assigning an account manager or an account management team to attend to your customer’s needs and concerns. Also, regularly check how they are progressing and inquire about the challenges that they are encountering. Studies have shown that a personalized experience can increase loyalty and put a smile on your customer’s face.
Today, customer experience is moving towards hyper-personalization. Hyper-personalized services based on individual preferences could be the future of customer experience. A more personalized onboarding experience can give you an edge over the competition.
It is imperative to create the best onboarding process if you want to grow your business. You could build your onboarding process by yourself or let the expert do it for you. SignDs is a leading provider of onboarding solutions to help you retain your customers.
The leader is offering the simplest onboarding solution for any business that includes risk assessment, identity verification, and digital signatures and payments. If you are looking into building the best onboarding experience for your customers, SignDs is here to make it a reality.