Struggling to turn visitors into customers?
With attention spans on the decline, it can feel like pulling teeth to turn a potential customer into an actual one. Yet it’s not always the customers to blame. Either way, improving your onboarding process is the best way to ensure customer engagement. So don’t let your customers wander off! Here are 5 tips for successful customer onboarding.
Potential customers want to know what they’re getting into. This isn’t Christmas; it’s not a time for surprises. Instead, be upfront with your customers about the benefits of onboarding. Make clear exactly how onboarding brings your product and your customer closer together. But always do so through the customer lens. When onboarding new customers, keep the focus on what the customer gets out of your onboarding process.
Keep It Simple
We all have only a finite amount of mental resources to spare, and no one wants to spend them figuring out a byzantine onboarding experience. Keep it simple. Give your customer only a handful of actions to complete and keep information to the strictly essential. Think of each action and new info dump as a barrier your customer has to physically smash through to get to your service. With too many barriers, they’ll never make it to the end.
A surprising amount of onboarding success boils down to our basic human instincts: we like big, visible things. It’s just what our brains deal with best. So keep this in mind as you craft your onboarding process. The most important elements should be the biggest or most colorful, and any information presented should be in a digestible format. New customers want certainties presented in a way that makes them easy to take on board. Go through your onboarding process and do away with anything wishy-washy.
The Hands-On Approach
Research continues to suggest that people learn better by doing. So onboard your customers via a hands-on approach. This will keep customers from growing bored of lengthy explanations and encourages active engagement with your service. Along the way, the customer will learn the basics first-hand. That means they’ll be prepped when it comes to engaging further with your service.
Allow a Deeper Dive
When your customers reach the final stretch of the onboarding path, they may start casting around for more information. This is the point where it’s appropriate to get into more detail. The best way to do this is to put that info at your customer’s fingertips without dumping it all on them. For instance, a menu or series of buttons can take customers to sections where they can learn more. Just like the hands-on approach, this gives the reins to your customer, empowering them to learn exactly as much about your service as they want to—no more and no less.
Congratulations! Another Successful Customer Onboarding
These tips should help you create a successful customer onboarding experience, to the delight of both you and your customers alike. It could be just what you’re missing to take your business to the next level. Looking for more ways to transform your online presence? Check out our Online Reputation Management service.