After interacting with potential customers and offering the resources, samples or trials they need to make a decision, they either choose to purchase your product or walk away. For those who decide to buy, the onboarding experience begins.
To make sure your customers’ onboarding experience starts off on the right foot and helps them achieve their first success, it’s important to have an onboarding education program in place. This model of onboarding can be applied to almost any organization, industry, and product on the market today.
Before diving too deep into customer training and onboarding education, let’s review milestones in the life of a customer. The two important milestones include:
According to Winter Thielen, Director of Client Services at Thought Industries, “For our customers, their launch is not their first success. We want to know their pain points, and resolve those as fast as possible before launch.” If your organization offered a free trial or sample to the customer, you want the success -- or “a-ha” moment -- to occur during the trial. If your customer purchases your product without a trial, reaching their first “success” would ideally occurs during onboarding and implementation stage of the customer lifecycle.
In the acquisition stage of the customer lifecycle, your organization’s main priority is to teach the customer how the product works and what it can do for them. In the onboarding process, your organization’s priority is to teach the customer how to set up the product and guide them towards their first success
In his presentation at Learning Solutions 2017 Conference & Expo, Thought Industries CEO Barry Kelly shared these onboarding education examples:
There are a number of ways to communicate and educate customers during the customer training and onboarding process. Kelly shared a few steps organizations should take to create a great onboarding experience:
At Thought Industries, we approach client onboarding in a very specific way. When you choose the Thought Industries Learning Business Platform™, you begin our 90-day concierge onboarding process with our expert onboarding specialists. It starts with a project kick-off call, then six 60-minute weekly trainings to help you learn the platform. Specifically, how to:
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