Onboarding is all about how you guide customers to use your product or how they’ll move through your services. Of course, the better you guide customers through this onboarding process, the better your customer retention and satisfaction rates. | GUIDEcx
Onboarding is an essential component of customer service. It’s your chance to make a great first impression and give new customers the tools, information, training, and support they need to get up and running with your products. Once that happens, your clients see the full value of their investment in your company. | GUIDEcx
A great customer experience doesn’t end when the deal closes—it begins. The transition from Sales to Onboarding sets the tone for the customer journey, and if mishandled, it can create confusion, frustration, and unnecessary delays. Done well, it builds trust, shortens time-to-value, and establishes your team as a reliable partner.| GUIDEcx
Customer experience professionals and executives know that winning a new customer is only the beginning. The accurate measure of success is how well you onboard that customer and set the stage for a long and loyal relationship. This means the Voice of the Customer (VoC) – the feedback, needs, and perspectives your customers share – should be actively sought and embraced from the beginning of the onboarding process. | GUIDEcx
Customer success teams know the struggle all too well. You launch a brilliant new onboarding process on Monday, only to watch it slowly unravel as the week’s fires demand your attention. By Friday, you’re back to fighting the same old battles. Sound familiar?| GUIDEcx
Ever heard of the “trough of disillusionment?” Coined by Gartner as part of its Technology Hype Cycle, this term describes how a customer’s initial excitement about your product drops when the product doesn’t meet their expectations. This is why reducing Time to Value (TTV) is crucial — the faster customers experience the initial value in your products, the more likely they are to remain satisfied and stay for years to come. | GUIDEcx
Your Customer Onboarding Process Doesn’t Need to be a Cost Center| GUIDEcx
