As a solopreneur or startup, you may be feeling the pressure of the current recession.
With limited resources and tight budgeting, it can be hard to know where to focus your energy. But don’t despair – an often overlooked solution lies in onboarding.
Onboarding is an effective way to increase engagement and productivity, even during economic downturns.
It can provide fantastic benefits to any business, big or small, regardless of the state of the economy.
Customer onboarding is an integral part of the customer experience, yet it’s often overlooked.
It’s what happens after a customer has made their purchase and it can be the difference between a successful customer relationship or a failed one.
If you’re not familiar with the concept of customer onboarding, don’t worry. In this article, I’m going to explain exactly what it is and why it’s so important for businesses.
Envision the Post-Purchase Experience
The post-purchase experience is the moment immediately after a customers confirms their order.
Now is the time to make sure your new customer has a positive and engaging experience that will make them want to come back for more.
Imagine you’ve just purchased your first product from a new business.
Maybe it’s a software program that needs to be set up and run.
What kind of help would you want right now at this critical moment?
What could a business do that would make you absolutely love them?
Start by envisioning your customer’s position right after they’ve bought your product.
Customer onboarding starts here.
Think of all you can do now to help new buyers get the most out of your product.
Think about how you can stay connected with your new customers by sending helpful tips, guidance on using your services, and advice on getting the most out of their new purchase.
Doing so makes sure each customer feels supported throughout their entire journey with you—and may even turn them into lifelong fans!
Get to Know Your Customers
If you can put yourself in your customer’s shoes, you can create a much better onboarding experience by seeking feedback from them.
Our assumptions are not always correct.
You need a firm understanding of the buyer’s needs and pain points.
Only then can you offer the solutions they’re looking for.
Plan your touchpoints with the new customer, starting with the purchase and going through the days, weeks, and months to follow.
Create opportunities where you can communicate with your customer to find out where they’re struggling.
You can then refine your onboarding process by providing this help at the right time.
Create an Onboarding Knowledge Base
You’ll provide the help customers are looking for at key points after purchase, but it also helps to offer a knowledge base.
Your Knowledge Base is an archive of content that teaches how to get the most value out of your products.
Your knowledge base should include articles and tutorials in a variety of formats to accommodate all learning styles.
You may have videos, audios, visuals, FAQs, and various other materials.
Use feedback from your buyers to add new topics to the knowledge base over time.
Make it easy to search your knowledgeable so anyone can find what they’re looking for.
Pro-Tip: Make sure you include the most common topics in your pre-sales materials. Those concerns could be the reasons others are not from buying from you. By answering these questions upfront you may just close more sales.
Set Goals for Your Onboarding
It all starts with setting a goal.
What do you want to achieve through the customer onboarding process?
Be specific; for example, you may want the user to make their second purchase within a certain time frame.
Stating a clear goal will help you focus your efforts in the right direction and optimize results.
Perfecting Your Customer Onboarding
Creating a customer onboarding process isn’t a problem for your business; it’s a solution.
By providing a roadmap for the journey your customer takes with your business, you’ll make both parties more satisfied with this valuable relationship.
Your purchasers will get more value out of your product, and you’ll earn more from your loyal customers.
Invest for Success Today
In conclusion, customer onboarding is an integral part of a successful business.
It’s about creating an experience that customers enjoy, feel connected to, and will ultimately keep them coming back for more.
It requires research, communication, understanding and empathy to develop the right onboarding strategy.
With a few tweaks, your business can enjoy more satisfied customers.
So why not start today?
After all, happy customers are the lifeblood of any successful company!