5 Customer Onboarding Best Practices
For any business, successful customer onboarding is an integral key to smooth processes.
With that being said, there is sometimes confusion as to what exactly customer onboarding is.
In short, it’s the system of acquiring (and keeping) clients who’ve had experience with your product or service, and keep working with you because they trust you.
To make sure your customer onboarding is in top shape, it’s important to follow the best practices.
So, let’s take a look at some onboarding best practices for new customers.
Define Your Expectations
First and foremost, it’s vital that you know exactly what your new customer wants out of their engagement with you. If you don’t know what the customer wants, there’s no way for you to deliver on it. It also allows you to determine exactly what you can offer your customer in terms of expectations.
Once you’ve done that, you can set up your milestones for success (make sure they’re realistic), which will allow you to work towards your end goal.
Customise The Experience
Companies often use the term “family” when they refer to the staff, and new customers.
The key to a good customer experience? A customised customer experience.
Show your customers that this isn’t a once-off deal to you, but rather a relationship. Consider them a partner, and tailor your onboarding process to meet their specific needs.
Onboard The Team
This point is important, because it’s where your team begins to interact with the customers. It’s vital you make sure that everybody involved in the onboarding process (no matter how minor their role) knows the customer pain points, their story, and how to onboard them properly. It’s a good way to make sure that the customer journey is streamlined, and that the entire team can fill multiple roles if somebody isn’t able to be there to do it.
Keep Gathering Data
Don’t allow yourself to be idle. Make sure you keep gathering data to stay updated on customer needs and wants, as well as spotting new pain points and altering your strategy according to them and current trends.
It’s an opportunity to see what’s working, what isn’t, and how you can improve their experience with you.
This is, easily, the most important on the list.
Firstly, because it’s the thing that combines all of the other points, and secondly because it’s the one thing that every company should have in every aspect of their relationship with the customer.
Are you running late on a delivery? Let your customer know why and give them a more reasonable deadline.
Shortage of staff? Let your customer know that you will still be able to deliver, but that it might take a bit longer than they expect.
Have a new step in your processes? You get the point – let your customer know.
Always make sure your customer is fully in the loop with regards to anything happening that could mean more work for them – it’ll give the ones that don’t want to stay the chance to leave, and show the ones that do want to stay that you care about their experience and value transparency.
It’s always important to keep your customers happy, especially when it comes to developing the trust factor.
In any industry, you want your customers to trust you enough to come back. That’s why we’ve also got a guide on the best post-purchase strategies to keep them coming back.
Whatever your industry, and whatever the niches, if you make sure your customer is happy, you’ll see success in the immediate, and in the long run.