Peter Ord, January 19, 2022
“Be honest: What kind of onboarding experience do you provide new customers? If you’re like most companies, over 90% of customers — as surveyed by Wyzowl — think you could “do better” when it comes to user onboarding. However, if customers believe there’s room for improvement in our onboarding process, where should we focus to improve it?
The Wyzowl survey found that 63% of customers say that post-sale support is a key factor when choosing a new product or service.
The moment onboarding begins, your team must move swiftly to maintain the customer’s trust and confidence. The TTV for a new client should be days, not weeks. However, with 30% of the current workforce working hybrid schedules and around 35% of employees working remotely, how can you be sure your customer success team has the necessary tools supported with innovative management for successful onboarding?
While technological innovations in project management and client onboarding systems can make it easier to keep team members and stakeholders informed and involved (regardless of an evolving work environment), I’ve found in my experience that there are at least three things that keep new clients happy and the onboarding process moving forward: trust, communication and accountability. Should there be a breakdown in any of these factors, customer loyalty and retention is at risk.
There are warning signs of an onboarding project gone astray. If you hear these three questions during client onboarding, it’s time to refocus your onboarding strategies. Here’s why:”
Read more Forbes columns from Peter Ord here.