A strong customer onboarding strategy is a critical element in achieving long-term client retention. Are you on board?

1. Onboarding 101:
Why Customer
Onboarding Matters
More Than You Think
A strong customer
onboarding strategy is a
critical element in achieving
long-term client retention.
Are you on board?

2. Many companies are guilty of not
having any proper onboarding
procedures in place. Once a
customer has signed up, a sales
rep may quickly move on to
connecting with the next prospect.
What’s a customer to do?
Getting Started

3. If you want to improve your company’s
operations and overall performance,
though, all that has to change. In this two-
part series, we discuss the importance of
both customer and employee on-boarding,
and give you some tips on how to
supercharge your on-boarding strategies.
First, let’s focus on customers.

4. Customer Onboarding:
What’s the big deal?

5. Your customer retention rates have the ability to
make or break your business (and nope, we’re
not being dramatic)!
Did you know?

6. Acquisition or retention?
• You probably already have some great customer
acquisition strategies in place.
• Maybe you’re running ads on Google AdWords, or
you have an awesome referral program that’s
getting you a lot of word-of-mouth business.
• But you shouldn’t rely solely on this; having an
effective customer acquisition strategy does NOT
mean that you can neglect your customer retention.

7. The numbers game
• In the short run, it’s 16 times as expensive to
build a long-term business relationship with a
new customer than to cultivate the loyalty of
an existing customer.
• And after 5 years, a 1% difference in retention
rates can translate into a 12% impact on a
company’s valuation.

8. There are four broad categories to consider:
o Your customer no longer needs the product
o Your customer found a better alternative
o Your product doesn’t meet the customer’s
expectations
o Your customer is struggling to use your product
What causes customer churn?

9. Your goal: Get your customer to experience their
first success with your product. They’ll start
engaging with your product more, and will be
more likely to become a loyal customer.
Make it happen by giving customers all the
information and resources they need, and guide
them through the learning curve.
Hitting the “first success”

10. Feeling inspired yet? Here’s a step-by-step guide to help
you work on your customer on-boarding program:

11. Establish the goal of your program. What is the
most important action that you want your
customers to take?
Step 1:

12. Establish secondary goals or milestones. What
will keep your customers with you, and convert
them into loyal users?
Step 2:

13. Identify the challenges standing in your
customers’ way. Are your customers too busy to
check out your product? Do they find it hard to
understand the technology behind your product?
Step 3:

14. Design an automated email campaign that
addresses these challenges. Link your customers
up to online FAQs and knowledge bases, embed
How-To videos in your emails, and send them
invites to online webinars.
Step 4:

15. Once your customer experiences their “first
success”, continue walking them through their
other milestones.
Step 5:

16. To read our full blog, please click here https://www.sogosurvey.com/blog/why-customer-onboarding-is-
more-important-than-you-think/
Reach us on social media:

17. SoGoSurvey.com
@SoGoSurvey