Creating A Memorable Onboarding Customer Experience — A Strategy For Sustainable Business Success

The purpose of customer onboarding is similar to that of employee onboarding. Your goal is to make customers feel as if they have made the right choice to avoid churn.

The last thing you want is to find yourself in a position where you’ve spent a lot of money winning their business, only to find that the customer quickly flakes away.

In general, there are two main reasons for customer churn.

1. The first is that they don’t understand what your product offers. Business clients, for instance, might not find all the features on your software products by themselves and go away with the impression that it does not meet their needs.
2. The second is that customers are struggling to derive value from your product. That is, they understand how it works, but don’t know how to use it in a way that benefits them.

The purpose of optimising and improving the onboarding experience is to avoid losing customers caused by these issues.

There was a reason that your customers decided to go with you in the first place: they believed that your product could solve their problems. The purpose of onboarding is to ensure that they keep thinking that.