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Understanding your customer is vital, if you understand your client improve, yous can provide them with a corking user experience for your product, and in turn maintain or fifty-fifty increment client retention, thereby maximizing profits.

In this article, we're going to discuss the v phases of the client journeying, to provide yous with insight and actionable points to brainstorm, or ameliorate your customer onboarding experience.

Simply first, let's accept a quick overview of what the five phases are…

What are the v phases of the customer journey? There are Singled-out phases in which your potential customer passes through and should be guided appropriately in order to be introduced to and "buy into" your product. The v phases are Awareness, Consideration, Purchase, Retention, and Advancement. Each has its challenges which we will talk over here.

But why is it of import to provide a seamless onboarding process for customers? How does information technology impact your acquirement?

What is the customer journeying for?

Each customer embarks on a journey towards purchasing a product. From start to finish there are five distinct phases a customer will laissez passer through. For each phase in that location are challenges and hurdles that you lot will need to guide your customer through.

All these v phases form part of what is called an "onboarding process".

Certainly, when concerning products like CommBox. We had to very carefully consider how we would guide our customers through the discovery, setup, and integration of our CommBox service software.

Hither'due south what onboarding is, and why because your onboarding process and strategy is important.

What is client onboarding?

Customer onboarding is the start to end process that enables customers to find, evaluate and eventually purchase your products through a sales process. An excellent customer onboarding program helps customers to offset sympathize the benefits of your product or service, guides them on setup and use, and provides helpful ongoing support.

Why is onboarding important?

You don't become a second chance to make a first impression. Onboarding handles that initial contact, and provides confidence to your potential client about both the organizations they're dealing with and the product they're considering.

But it doesn't end there. Customers can fall off the sales funnel at any point. So the stop-to-end route you provide potential customers to menses through can accept a huge impact on the perceived value and potential buy of your product.

Successful onboarding will…

Set a positive tone for both your organization and your product value
Dramatically increase the customer LTV (lifetime value)
Reduce loss from the sales funnel
Create long term loyalty from customers
Increase referral rates
Enable margin building and upselling

How to create a customer onboarding strategy

Before embarking on this process, be sure y'all empathise who your customer is, run across our before commodity most knowing your customer. Information technology'due south vital y'all build upward a persona or multiple personas about your target audience.

One time you've figured out where your customers are coming from, you tin better insert them into a suitable onboarding procedure. For instance:

A single user with their own business organization that is new to your production volition not want to be presented with enterprise messaging.

An system will often accept washed much of the background and usually accept light amplification by stimulated emission of radiation precision in what they want and need, so showing them messaging about "what this product does" is probably not the platonic start.

In business organization, we're all familiar with edifice a campaign. A sales campaign or a marketing campaign. Onboarding is no dissimilar. Information technology's virtually creating a strategy the same every bit whatever others yous might tackle.

You should be very clear on both your goal, and your program to attain that goal – at least every bit a starting indicate, merely the customer onboarding journey tin can and will change as you notice how your customers larn virtually you, what your production does, one time they interact with your organization and your software, and likewise, you'll demand to shore up holes in the process where customers are "escaping" your funnel.

Here are a few points to make sure you lot encompass off inside that planning procedure.

Always keep the idea of your customers and your product introduction as a seamlessly menstruum
Aim for early and repeated utilize of the product. The first week of an onboarding stage is crucial
Understand the patterns of use made by customers, ask when, how, and why type questions.
Aim to make your product so helpful, your customer will observe it difficult to be without information technology
Reduce client frustration, exist on manus, at every moment when a customer has a query or upshot
Keep client interaction personal and seamless, using something similar CommBox can create that seamless customer feel.

Your strategy volition alter, and some areas will require more than attention than others. But as the smashing Steven Covey told us "begin with the end in heed".

Observe out more than about the CommBox smart client advice solution

Tips and best practices during customer onboarding

From our CommBox product experience, we wanted to provide our customers with the very best experience. Information technology wasn't just a sales practise; we wanted our customers to love our product as much as nosotros did.

So here nosotros're going to give you some best practices and a few helpful tips to get provide more than value to your customers during onboarding.

Client onboarding best practices

The following all-time practices volition require information from every signal of contact with your customers and will help you create a solid onboarding experience.

1. Know your customer's pain points

It's a trite phrase these days, but the term "pain points" still sums it upwardly. You lot should non only know what obstacles your customers face, but y'all should likewise get in your responsibility to find and provide the best solution.

Customers flock to the all-time solution, news of it spreads like wildfire and the best product or solution is the stuff of higher pricing and better margins – and because of your determination to provide the best solution – you earned it!

2. The offset impression

Don't permit your start contact with your customers exist a guessing game. Cipher screams a bad start than a customer looking at your website domicile folio or first email and wondering…

What you actually do, and
Where they need to start.

Keep it elementary and clear.

3. Qualify what the customer is getting, and why

Your first sales page should brand information technology clear what the product is for, who it's for and why it works. You lot should go along to ensure your customers know what they're going to become and why. If there are caveats to using your products then state them, don't allow them find out later down the process.

four. Demonstrate value

Don't oversell the value on text solitary, provide resources that will demonstrate bodily value better than sales-speak. Here are a few examples…

Provide a demonstration
Explainer videos
Potential use example scenarios
Offer real-globe example studies
A call from a production specialist to appraise product fit
Supporting documentation
Statistics and/or studies

5. Stay in communication

Beyond the kickoff how-do-you-do and interaction. Ensure you maintain your newfound friendship with your potential customer. Use email or in-app messaging to encourage the customer to continue with the onboarding procedure.

Alison.com courses are one example of this, with timely reminders to continue where you left off or to dive deeper, I'm certain anybody has had similar prompts before, here'due south an example…

Electronic mail is commonly your all-time pick for this equally a way to keep in contact.

Once your customer is unable to function without your production, they will soon be signing in of their ain free will

6. Guidance is primal

It'southward quite possible that a good portion of your customers tin can fall out of love with your product – and fall out of your sales funnel because of one simple frustration that they could not overcome. Guiding your customers every step of the fashion, and showing them aspects of the platform or service, you provide means they're less likely to throw the computer out the window – and your platform forth with information technology!

On-screen guides, prompts or messages, labels or intuitive aid like that provided by our CommBox product, is actually helpful.

Here's an example from teamwork.com in how to guide your customers through the process of starting, navigating and using their product.

7. Customer-driven objectives and goals

Enable your customers to tell you what they consider success to look like, then, where possible, tailor your product and it'south milestones to facilitate the journeying to their success points and aims.

Where possible, as with this example from teamwork.com, enable your customers to set their own parameters, fifty-fifty if it's tracking progress, showing history, analytics. Whatever enables them to measure out where they are now compared to where they were before.

eight. Continue to impress

If your customer is impressed with your product upon first sight, that's great. Only that will wear in time. You need to seek to impress your customers on an ongoing basis, with new and great updates, gratuitous courses, support, badges or whatever your customers perceive to exist new and impressive!

ix. Measure your success

Every bit you would with the rest of your concern, track your metrics, gather customer feedback – and if you hear information technology more than than a few times then don't ignore information technology!

Encourage comments, carry out surveys and other feedback loop oriented exercises. Monitor your success and tweak your processes where you need to.

Ask relevant questions at the right points in the customer's journey. So with that in heed, now we've come up back round to the customer journey phases, let's take yous through what the v points are…

The five phases of the customer journey

Some phases of the customer journey are simply fleeting moments, others tin can go along for days or peradventure even weeks.

But they're all as relevant as each other and it'south difficult to become past any one of them and straight to the next. So, I'd encourage you to accost all of them.

The five phases are divide into 2 kinds, leading phases (or pre-sales phases) and, of course, postal service-auction phases. Hither'due south the outline…

Sensation (pre-sale)

The discovery stage, via diverse marketing methods, information gathering, enquiry phase, looking for clear messaging and initial trouble-solving.

Your marketing will unremarkably denote which entry point your customer arrived at, whether enterprise or individual – the messaging should reflect the stage they're in.

Consideration (pre-sale)

Debating options, perhaps yours vs another production, considering pricing, which is the best solution, weighing features and benefits.

Make awareness can play an of import part hither, make familiarity, known history, and perceived quality and service tin sway a sale to the more familiar or more favored brand. Look to increase make awareness in this product space.

Buy (postal service-sale)

The decision is fabricated, and the purchase has gone ahead, this is at present the tie for immediate action. Exercise not go out a void in betwixt this phase and first contact. The client needs to be acknowledged. Startup your welcome and messaging machine to progress the journeying with a great experience and a chance to move them into further phases.

Retention

Retaining a customer is difficult, this is where many will autumn off the process if they're not sufficiently supported.

Maintain customer satisfaction and "blessing rating" by standing to solve this problem – and conceptualize hereafter hurdles y'all can assist your customer with. This is where our customer experience team helps our clients to amend their feel with CommBox nevertheless further. It'due south a swell opportunity to wait afterward your customer's needs.

Constant communication is central to developing customer loyalty.

Advocacy

If all the other phases are handled correctly, then your customers will become fans, fans will provide the best marketing you tin get. Their influence on the purchasing decisions of others should facilitate farther sales. At this betoken recommendation and reward is a dandy boost to better sales.

Dropbox grew exponentially considering happy customers were able to spread the bulletin and benefit from increased product features like boosted storage. The business concern boomed and their marketing budget was boosted through a pyramid blazon sales growth.

Affiliate and referral schemes (where advisable) mean that customer take already been recommended your production, this tin can facilitate and expedite the client onboarding process.

To conclude…

Onboarding exists, and so take the guesswork out of helping and satisfying your customer. Create a plan, monitor the results, and aim for the best service possible to create fans that will go on to sell the product for you.

We hope this has been a useful practice in understanding and implementing a successful onboarding process. CommBox tin can help to provide a seamless experience for your customers, both existing and new. Take advantage of our demonstration, and permit the states show you lot how practiced our customer experience is for onboarding.

Source: https://www.commbox.io/the-5-phases-of-the-customer-journey-when-onboarding-a-guide/

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