Onboarding – one of those new-age terms people running businesses are using left, right and center but never really get down to explaining. There could be two reasons to the following – either they don’t have the right words to put together an understandable explanation or they probably don’t understand it in its totality.
Even though a superficial look at it may seem enough, understanding it at its core, its importance and being able to implement it successfully can result not just in keeping your customers happy, but also in maintaining a steady flow of income coming in for potential business plans.
In the simplest of words, it is the process of welcoming a new customer to a business and introducing them to the available products and services. Even though onboarding is often related to other processes like welcoming a new hire to a company, it essentially means giving the person who is new to a company, all the information he needs to feel settled in.
Most businesses today think onboarding is something their customer service team can handle as and when a customer makes an interaction.
What they fail to understand is that the customers more than often get irritated with the fact that the information given to them regarding a product/ service is incomplete. This irritation might push them to make an interaction with your team, but it could also nudge them to try the other options available in the market.
Commonly used for times when we meet someone, this holds true for the meeting between a business and a customer for the first time as well. And the rules of creating the most alluring impression are are as straight as possible:
When your customers are given the right information before they get down to using your products/ services, the chances of failures are lesser. And even if there are a few trouble cases, their processing time gets reduced 5 times already.
So how do you achieve this one?
What’s a better way to know what the market demands than knowing it from the customers themselves? None that comes to my head!
Initiate the interaction and show that you aren’t just about sales, but also about imparting knowledge to help your customers use your products/ services efficiently. This not just encourages them to interact with your business more often, but also provide the real feedback you’re looking for to better your future products/ services.
Because the entire onboarding process is digitized, keeping a record of even the smallest of interactions is easier. From whether an email has been opened, read or ignored, how many times a guide has been viewed, there is a way to track just about everything. Google Analytics and DidTheyReadIt are great to start with.
The biggest benefit that come in with successful execution of an onboarding process is customer satisfaction. Word of mouth has been the most tried, tested and effective way of promotion for years together and still is.
If your customers are happy with your products/ services, there is an 80% chance that they will recommend the same to their friends and family. And what they ask for in return are the simplest to give:
The exact setup required to carry out successful onboarding may vary from business to business, depending on their end goals. But there are a few common facets that have been observed in the successful onboarding programs:
In the end everything comes down to making your customers happy. Happier the customers are, better the retention rates and hence, higher the cross-selling opportunities and sales.
Take a look at the 7 Best Onboarding Practices You Must Follow , before you start creating your process.