Want Your Product To Succeed? Get Customer Onboarding Right!
Great customer onboarding is the key to sustained profitability.
Customer onboarding has gone a long way in the past thirty years! I remember the hours I spent setting up my first PC back in the eighties with some form of nostalgia. The hardware felt like a Meccano game that could go wrong in so many ways! And in those pre-Internet days, unless you had a Mac, you needed to know your MS-DOS commands to do anything with your computer.
Nowadays, with pervasive computing and always-on connectivity, the culture of instant gratification prevails, and tech companies have become obsessed with optimizing their customer onboarding experience. I don’t blame them. Research repeatedly shows that customer acquisition can cost up to seven times more than selling to existing customers. So, you’d better cherish your customers once they’re in and do everything to delight them so…
