Geeks2U Promise
We guarantee you'll love our fast, friendly service - or we'll refund your money.  
133,572 Happy Customers & Counting
Need tech support?
1300 769 448
Extended hours, 7 days a week
Home  /  geekspeak  /  A great customer onboarding program puts out the welcome mat

A great customer onboarding program puts out the welcome mat

More than just signing up new customers, onboarding is all about getting off on the right foot.

Onboarding is a fancy term for that “getting to know you” phase when you start working with someone new. Businesses often run an onboarding orientation process for new staff, but it’s also important to make new customers feel at home and encourage them to stick around.

Ignoring your customers once they’ve handed over their first payment is a very short-sighted way to do business, especially when it’s typically cheaper to satisfy an existing customer than it is to find a new one. The customer acquisition and sign-up process is only the first stage of an effective customer onboarding program, it’s what you do next that can really make or break the relationship.

A customer onboarding program doesn’t need to be complicated, it could be as simple as handing them a loyalty card to encourage them to come back. Many businesses send out welcome packs, either in the post or electronically, but the smart ones send out more than just a copy of their terms and conditions. They go the extra mile by offering useful information which helps that new customer find their way and encourages them to take advantage of what’s on offer.

At this point your aim is to make customers feel good about their purchasing decision, so they’ll keep coming back and perhaps recommend you to their friends. Let them know what you can do for them and that you’re responsive to their needs. It might even be time to hit them with a quick new customer satisfaction survey, maybe with a prize on offer to encourage them to reply.

Depending on what your business offers, you might find it’s best to strategically spread out your onboarding customer touchpoints rather than bombarding them with too much information at once. You might use a combination of email, phone calls, SMS or post depending on what’s appropriate for the nature of your industry. Remember that even something simple like a product unboxing experience is a touchpoint with the customer, so make the most of it.

Many businesses aim to “surprise and delight” new customers with special offers and other expected benefits. You don’t have to go all-out and hand-deliver a basket of muffins to every new customer, something simple like a limited-time special offer can help strengthen the relationship and turn them into an active and regular customer. You might even strike a mutually beneficial deal with a few nearby businesses to put together a welcome pack of coupons for new customers.

If you’re going to make contact with your customers, make sure what you’ve got to say is interesting and relevant. Don’t come on too strong with up-selling or cross-selling, not if you’re hoping for a long-term relationship. Right now you want them to feel like a valued customer rather than simply a cash cow to be milked.

Share

Recent News

I’m old enough to remember the days when you’d buy a roll of film, put it into a camera and take pictures that you never really “saw” until you’d taken them to a specialist processing store (often a chemist) and paid for their printing. Some were great, most were ordinary, and almost inevitably somebody would… More 

A little TLC — or a willingness to run some simple hacks — can make a big difference in how long your computing hardware will last. I was reminded of this recently while visiting a relative of mine who asked if I could help fix up her shaky Skype connection, and especially the audio levels… More 

Microsoft had been promising for some time that its latest large scale update to the Windows 10 operating system would arrive in October — and went so far as to simply call it the “Windows 10 October 2018 update”, as if to prove the point. At its event to launch its new range of Surface… More 

Apple has recently updated its desktop operating system, macOS to version 10.14, better known as “macOS Mojave”. If you’re curious, after years of naming its operating systems after large felines, it switched a few years back to California landmarks. The upgrade to macOS Mojave is one that you should be prompted to make if you’ve… More