Remember the last time you bought a piece of furniture from a retailer that you had to assemble yourself? Putting aside the aching back from all that time spent bending over, the process is usually a pretty simple one. You pull out all the pieces, follow the instructions, and in the end, you have a functional piece of furniture to use for its intended purpose.
The first time you use it—sleeping on a bed, or sitting on a chair, for example—you realize why you made the purchase and, if it’s a quality piece of furniture, you’ve reached the ‘aha!’ moment when the cost of the furniture and the effort to put it together was worthwhile. In customer onboarding lingo, the time it took for you to assemble and use the furniture would be your “time to value”, or TTV.
However, if it took a month to put the furniture together, or you got partway through assembly and realized you were missing some critical pieces, you may get frustrated and decide to take it back to the store for a refund. You never got a return on your investment, and eventually gave up because the process was too cumbersome.
Why TTV Matters
No matter what product or service you are selling, validating customers’ reason for purchasing it, and helping them achieve a return on their investment is critical to satisfaction and retention. The harder it is for a client to reach the TTV and ROI stages, the higher the chance they are already looking for alternatives and planning to leave as soon as their contract is up (or sooner, if they can). Some products and services naturally take longer to get to see TTV, but the key for any company is making the time as short as possible.
How You Can Shorten TTV
The best way to ensure clients can reach their TTV is to have a deep understanding of what creates value for clients and remove all the obstacles that could get in the way.
- Understand your customer’s journey through onboarding, and their reasons for purchasing the software or service
- Don’t assume you know – collect data on successful client onboarding and customer retention to identify what makes clients more likely to stay
- Automate as much of the process as possible to avoid delays caused by manual tasks
- Create helpful training tools and step-by-step guides for the entire onboarding
- Customize information so clients don’t get a bunch of stuff they don’t need, or that creates confusion
- Stay in constant communication about where you are in the onboarding process, your deadlines, and what clients can expect as next steps
- Examine your product or service from the customer viewpoint so you can see firsthand where the friction points exist, then remove them
Finally, it’s important to personalize the customer onboarding experience as much as possible. While data can show you common points where customers become loyal users, it cannot replace the value of a good relationship between your onboarding and/or client success teams and your customers.
To learn more about how GuideCX is changing the way companies onboard their clients and creating a better user onboarding experience, schedule a demo today.