Customer onboarding, is the most crucial phase in the interaction between customers and a brand, because it holds immense significance for overall success.
Fortunately it’s essential. Overlook your onboarding experience and your retention will suffer.
Unfortunately it’s viewed as a cost center.
Why is that the reality? Here are the top two reasons (I’d love to hear your thoughts too)
- Resource Allocation: Onboarding requires people, tools, and time.
- Customization + Integrations: Depending on the complexity of your product or service, onboarding may require customization or integration efforts to meet the specific needs of each customer, adding to the overall cost.
How can we change that narrative? Here are some ideas I have, but please share your thoughts below!
- Emphasize the Long-Term Benefits: Measure things like customer retention, CSAT, and lifetime value.
- Quantify the ROI: Gather data around churn rates, upsells, and customer referrals.
- Align with Business Goals: A well-executed onboarding experience can help with brand loyalty and market differentiation which can impact the bottom line.
I’d love to hear how you’ve been able to help your executive team understand how onboarding can be a cash cow!
Drop your questions and comments below! 👇👇👇
