5 best practices to build a successful customer onboarding plan
Be sure to have an excellent understanding and pulse on customer behavior trends. This will help in build a better and more robust customer onboarding plan. Now let's go through a customer onboarding checklist so you understand the five basic steps you and your product team members need to take to boost customer success.
1. Map the multiple customer journeys by persona
Assign a unique customer journey to each target persona. After understanding your customers, what you desire to target, and how to turn your target audience into leads and customers, you can now map out the journey that will lead them to you. Your customers' pain points, goals, and feedback should form the basis for creating this journey.
For you to build a better customer onboarding experience entirely, remember to get the basics right before advancing deeper. It’s important to understand the step-by-step process your customers go through from discovering your solution to buying it, and finally becoming a loyal user.
2. Have a customer engagement goal
Retention derives power from well-played customer engagement. Happy customers involved in your product usually tend to be more loyal and spend more time with your company. These customers eventually become influential brand ambassadors.
Improve your customer engagement tactics, and you'll see your retention rates go up. This rate will, in turn, keep you a step ahead of your competition.
3. Ask a new customer for feedback on the onboarding experience
Encourage those customers that just went through the experience to air their opinions about it. These customers are your most significant source of insights about what makes the experience good or bad.
This simple technique will give you deeper insights into improving both their experience and your product. Encourage your customer support team to follow up with a short survey to learn what made them choose your product in the first place, how it solved their problem, or if it didn't, how would they improve it, etc. While that seems obvious, most companies either create their customer onboarding in a void or ask old customers who went through experience long ago.
When customers perceive that their opinions are valuable to your company's growth, they feel a sense of belonging. In the long term, these customers become rock-solid ambassadors for your brand.