Customers complain about businesses. That’s a fact. There are a lot of factors that cause complaints, and many businesses might not have the resources to address each and every one of them. But wouldn’t you want to be able to resolve at least a fraction of your customer issues even before it starts?
This is where an onboarding webinar comes in.
See, there’s a not insignificant number of your customers who have issues with your product or service not because it’s lousy, but because they haven’t been properly onboarded. They might know the basic functions of what they purchased – hence their decision to purchase it – but they’re not getting the results promised through your marketing.
And because they’re not getting the maximum use of the product, they will tend to blame it and/or you. Result: negative reviews.
You can avoid all these headaches by making sure you educate new customers as soon as they convert through an onboarding webinar, or a series of them.
So, how do you go about it? What makes for an effective customer onboarding process?
Goals. Establish what your customers are trying to achieve with your product. What their goals are, what their definition of success is as it relates to your brand. Are they aiming for more leads? Lower CPC on their Facebook ads? A higher rate of webinar attendees?
Make sure you and your customers are on the same page, so you can better map out how to achieve those goals.
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Milestones. Break that goal down into milestones. No one can go from no webinar to running one that has 500 hundred registrations and more than 50% event turn-up. It makes more sense to work your way to it.
Same thing applies when you’re offering time management services, a weight loss system, etc. Make the goals clear and more achievable by offering indicators of growth.
Process. Create a process that will guide your customers towards the milestones, and ultimately, the main goal. It can be a step-by-step handbook of what they need to do, or just a general outline. The point is that you need to show your customers not only what your product or service can do, but how they can make the most use out of it.
It’s also helpful to include add-ons when you’re mapping out the process. You can provide your clients a short eBook of best practices, a detailed checklist they can reference to when they need it, or even a playlist that can inspire them to get motivated.
Consistency. There should be a consistent schedule of when you’re having your onboarding webinars. It would be good to have the events live, but if you’re strapped for time you can do recorded sessions and just go live when there’s a specific update on your product or service you want to introduce to your customers.
How about you? How do you onboard your new customers?