Unleash Profits By Optimizing Your Client Onboarding Process
How do you onboard new clients? Before you start working with a new customer, you'll need relevant information to build a successful relationship. To put it another way, if your onboarding process is subpar, you risk losing 55% of your revenues.
An effective client onboarding strategy lowers scope creep while accelerating time to value for the customer and improving profit margins while decreasing costs.
So, what does it take to successfully onboard a new customer, and what factors contribute to an excellent client onboarding process? Here are a few tips for creating a seamless client onboarding experience that increases happiness and retention.
How should you onboard a new customer?
The process of familiarizing new customers with your services and ensuring that they have access to all of the tools they'll need to achieve their goals is the process of new customer onboarding.
During the onboarding process, customers become acquainted with your e-commerce site, products, and services. In addition, onboarding is the time to respond to their concerns and queries by providing guides and resources to assist them in getting the most out of your products and creating key customer relationships.
It's comparable to giving new consumers a road map to help them get from where they are now to where they want to be while utilizing your products or services.
Invariably, a good client onboarding process reduces ambiguity and builds trust between you and your clients, which helps to enhance clarity.
Where to start?
Create an optimized onboarding process by examining how you currently onboard customers. Obtain clarity by answering these essential questions:
What can you do to improve the customer experience?
What’s working and what isn’t?
What message/s are you sending?
Do your customers encounter any roadblocks on your site?
How can you improve consistency?
The goal of customer onboarding is to increase customer engagement and satisfaction while decreasing churn.
If a customer has a bad onboarding experience, they're less likely to understand and use your services, and as a result, they won't perceive the value you’ve promised.
On the other hand, if you improve your customer onboarding process so that consumers are confident in their decision, you can count on achieving these results:
Reduce turnover, and improve customer retention.
Enhance the average customer value and hence a high CLTV (customer lifetime value).
Receive more feedback due to increased engagement.
Welcome your customers
Customers who have signed up for services, made purchases from your online store, or subscribed to your store's newsletter should receive a welcome package, which might include a welcome email/email series or products/services.
Persuade them that purchasing from you was the best decision they could have made.
Put together the following welcoming package:
An email in which you express your joy/gratitude/warmth and explain any next steps.
Show customers where to find essential links and information, such as contact information.
Send them small gifts in the mail, such as branded T-shirts or a handwritten greeting to make them feel special.
Small things count when it comes to falling in love with your company.
Build a long-term connection with your customers
Throughout the onboarding process, you will manage and set expectations for both sides. Even if you do everything correctly, if you don’t meet your customer’s expectations, you will fail. Remember: Customers would prefer to work with a good e-commerce provider they like rather than a great store they despise.
Final thought
Only after a pleasant, confidence-building onboarding experience with your site will your consumer promote it to others. They want assurances that they can back your store without looking foolish. Why? Because they want to share good things with their circle. Also, they want to know your store can be relied upon for the long term.
How?
It all starts with an easy-to-follow onboarding process that surpasses expectations.