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Optimizing your onboarding in the name of maximizing retention is a skillful combination of understanding your customers, leveraging their behavior data, and making strategic improvements at every step in the process What do your new customers feel when they start doing business with you? What do they need to understand and do in order to grasp the value that your product can unlock for them? It doesn’t matter if you’re with a service agency, an ecommerce firm or a software outfit – if new costumers don’t feel that value relatively quickly and with minimal effort on their part, then you don’t have very good chances of retaining them.

  • LS

    Lisa Sicard

    10 days ago #

    Emir - excellent read! I'm also fascinated about customer retention and the onboarding process is a big part of that.
    I think your statement about the "wow moment" is key to retaining them with their first experiences with a company.
    I believe it's best to give them more than they expect. Setting the expectations on the start is important - the best way to give them more. Like the article stated this can be on ongoing process too.
    I loved the tips from Orbit media about knowing who to contact and how.
    Thanks for sharing with us today.

  • SA

    Swadhin Agrawal

    10 days ago #

    Hi Emir,
    Great share!
    I am not a product seller but yes onboarding does apply to services as well. I loved the tactics you applied/shared in the article specially the customer centric approach rather than the product centric approach.

    Thank you.

    • LR

      Lorraine Reguly

      9 days ago #

      I totally agree. Although I sell books as products, my big money-maker is my services (writing and editing).

      Wording Well (my company) provides stellar services at superb rates, and customer satisfaction is my biggest priority because I rely on client testimonials to acquire new customers!

      (We all know how important word-of-mouth marketing is!)

      Onboarding, for me, therefore, focuses on the customer. :)

  • RC

    Reginald Chan

    10 days ago #

    Powerful post Ben!

    I am a huge supporter of Onboarding because it helps both parties get on the same channel and setting expectations.

  • DG

    Dana Gore

    10 days ago #

    Very interesting.
    As I was reading, my mind revisited a time when customer retention meant striking up a conversation when someone visited your (physical) place of business and you built a relationship with them and others in the community. These days, it's a whole different story.
    I'm not very technical, but of course, I can see the value of customer retention online. I'll keep this bookmarked to gain a better understanding of how this works.
    Thanks for the share.

  • BP

    Brenda Pace

    10 days ago #

    Hi Emir!

    Thank you for sharing this. It's very insightful. In my business, it's imperative I give off the right impression during the very first contact. However, this can also stem from how I interact online with others. I can see "onboarding" being useful to not only corporations but to entrepreneurs and freelancers like ourselves.

    If we're not putting our best out there from the get go, we shouldn't be putting it out there at all. Retaining clients/customers and having them return is key nowadays.

    Thanks for sharing!


  • RB

    Ryan Biddulph

    10 days ago #

    I always do my best to make a positive first impression Emir. From my blog, to brand, for customers, clients or readers. Neil Patel is a fine resource to note because based on his blog experience alone and how he treats commentors the buy is spot on in creating a genuine, warm experience.

  • JH

    Joy Healey

    9 days ago #

    Really interesting article Emir,

    Even a business as small as I am can see the importance of good client on-boarding. With one product I increase my turnover by about 50% by the simple step of adding an extra email 6 weeks after delivering a test result, reminding clients that it was time to book a re-test and check improvements (and order more products). Nice!

    Interesting you mentioned Cyfe in this context. I remember being interested in Cyfe but not continuing with it, and wonder if I could have fallen foul of their earlier lack of on-boarding.

    Another company I tried did "manual on-boarding" with phone calls, but pitched them at such a high level I was lost and unsubscribed. Clearly there's a fine balance needed.

  • CR

    Cori Ramos

    9 days ago #

    Hi Emir,

    Thanks for writing such an informative post. This is the first time I've heard of the term 'onboarding' but I understand its importance.

    If we do anything less than put our best foot forward, we're doing a disservice to our customers. And with so much competition out there, we should always make a great first impression from the get-go or risk losing them to a competitor.

    Great post Emir!


  • JM

    James McAllister

    9 days ago #

    Since switching from selling digital to physical products I've put less attention on proper onboarding than I have before. Clearly a mistake. It's still necessary even if the process is different.

    There are a lot of different areas people make a connection with my company. Each of these can be improved to help retention. I have a lot of thinking to do.

  • RC

    Ravi Chahar

    9 days ago #

    Hey Emir,

    Onboarding should be customer centric to get the retention. It doesn't matter whether you're having an e-commerce website or just a blog.
    Your goal should be to maintain what customer can get attracted to.

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