Appreciate your clients/customers. Thank you notes, thank you gifts for onboarding new clients and/or discounts to your most loyal customers can speak volumes. Even something so simple as recognition on social media for your most loyal customers can be valuableFiliberto Amati
founder of Amati & Associates
Additionally, companies must be aware of the potential issues that can hinder onboarding success. Below are the top eight customer onboarding problems and issues that can derail your onboarding efforts.
Cookie-cutter Approach
Treating all customers the same is a common mistake that can offset your onboarding initiatives. Ideally, customers should feel valued from the first exchange of communication and from the moment they are welcomed aboard. Examples of a cookie-cutter approach to customer onboarding include the following:
- Failing to offer a customized welcome message to customers
- Forcing customers to adapt to one or two modes of communication
- Sending emails that lack a personalized subject line
Solution: Avoid a cookie-cutter approach by personally welcoming customers. Customize customer communications whenever possible. Make it easy for them to remain engaged by offering them a variety of channels to remain engaged (by phone, in person, electronically, etc.).
Outdated Policies
Stale business policies and standards can thwart innovation and stymie customer enthusiasm. Outdated policies can also make customers feel confined and can prevent a company from reaching its full potential. Four illustrations of this pitfall are:
- Failure to review and update policies and procedures that have been in place for decades
- Continually using the same antiquated approach to business
- Refusal to consider novel processes and problem-solving methods
- Overuse of the phrase, “This is how we’ve always done things.”
Solution: Outdated policies should be examined and revised if they refer to outdated ways of conducting business. All policies should be formally reviewed at least once annually to ensure that they address rapidly changing industry regulations.
Creating Unrealistic Expectations
The tendency to over-promise is a surefire way to derail the customer onboarding process and lead to dissatisfaction. Over-promising is often the byproduct of a customer’s unrealistic expectations and should be avoided. Some factors that contribute to unrealistic expectations include the following issues:
- Failure to talk to customers about their goals and objectives
- Inaccurately assessing what your organization can deliver
- Over-promising in an effort to secure a customer’s business
Solution: Ask customers to outline their goals and needs. Do not promise to deliver results without analyzing your agency’s resources to confirm that you can meet or exceed the customer’s needs. If you discover that you may not be able to follow through on a promise to a customer, notify the client immediately.
Post-sale Abandonment Issues
Few things are more frustrating to a customer than being dropped like a hot potato once the sale is finalized. A successful onboarding experience requires nurturing before, during, and long after a sale is completed. Post-sale abandonment usually unfolds in the following stages and issues:
- First, there is a constant flurry of proactive communication with the client
- Communication then continues until the sale is completed
- After the sale, communication abruptly stops and does not resume until the customer reaches out for help
Solution: Promise customers from the start that you will continue to deliver great service after the sale. Then hold yourself to that promise! Send a thank you note right after the sale and schedule regular customer follow up calls to prevent any abandonment.
Insufficient Training
Inadequate product training can erase any positive benefits of a customer onboarding experience. Your customers invest in your product with the expectation that you will provide them with the tools required to put it to good use, and product training is at the top of this list. Below are some common training-related issues:
- Training is glossed over or provided without an organized approach that engages the customer
- Steps are not taken to ensure that customers understand key training points
- Training ceases without confirming that a customer can use a product with confidence
- There is no follow up with the customer after training to confirm product satisfaction
Solution: Make product training a top priority. Consider using onboarding emails to engage customers. Create a training agenda that includes a means of assessing retention of learned material. Proactively follow up with customers after completion of product training to see if they have hit any roadblocks.
Lack of Accessibility
Accessibility plays a critical role in the onboarding process. Customers want to feel confident about the product that they purchase. They want to be assured that any problems or questions about their purchase will be resolved quickly and thoroughly. Unfortunately, poor accessibility during the onboarding process can derail progress, especially when customers experience the following issues:
- Difficulty reaching live support to discuss product questions or needs
- Limited channels through which help can be sought
- Lengthy delays in resolution of problems
Solution: Make sure customers can access technical support 24 hours a day 7 days a week if feasible. If this is not possible, make sure customer have multiple ways of contacting you to leave a message. Customers should be able to use contact you using their preferred mode of communication (voice, email, chat, etc.).
Sending Irrelevant Information
Information sent to customers during the onboarding process should be clear, concise and relevant. When used properly, content is an effective onboarding tool. However, you can disrupt the onboarding process by misusing content in these ways:
- Sending content that is too lengthy or boring to read
- Providing content that is completely unrelated to a customer’s industry
- Sending too much information or sending information too frequently
- Failing to personalize content
Solution: Keep content useful and targeted to your customers’ needs. Personalize your messages whenever possible. Avoid lengthy paragraphs and refrain from blasting your customer with too many automated messages.
Poor Follow-up Problems
Failure to follow up with customers during onboarding is an issue that can result in high levels of customer dissatisfaction and early abandonment. Poor follow-up exists in many forms, but the majority of follow-up problems relate to a lack of timeliness or the frequency of follow-up. Below are some examples of inadequate follow-up as issues:
- Lengthy delays between initial exchange of communication and follow-up
- Follow-up never occurs or months pass by between follow-up attempts
- Customer follow-up is undertaken by a new representative who is unfamiliar with the customer
Solution: Strive to follow up with customers within three days of completing a sale or transaction. If possible, ensure that follow-up is conducted by the same person who completed the sale or a person familiar with the client. Finally, make a point to follow up at least five or six times with customers.
Seeking the Guidance of a Customer Onboarding Expert For Your Issues
The best way to identify and address customer onboarding issues is to enlist the support of an industry expert. Because there is a vast difference in the quality of process improvement companies, you need to use care and caution when choosing a provider. Ideally, you should seek a company that offers the following:
- Experience with companies of all sizes
- A proven record of success resolving onboarding issues in your industry
- International experience
- Robust references and testimonials
- A complimentary 30-day trial
The customer onboarding experts with Tallyfy are dedicated to helping companies across the globe increase their customer loyalty and satisfaction through improved workflows. Regardless of your company’s size, the Tallyfy team has the resources to resolve your onboarding issues. With their free 30-day trial, you can get a glimpse of the many ways Tallyfy’s customer onboarding solutions will benefit your company.
Related Questions
What are the problems with onboarding?
Customer onboarding issues can be a real headache. Common problems include information overload, confusing instructions, and a lack of personalization. Imagine trying to learn a new dance while someone shouts all the steps at once – that’s how many customers feel during a poorly planned onboarding process. Companies often forget that not all customers are tech-savvy, leading to frustration and early dropouts.
What is the biggest challenge on onboarding?
The biggest hurdle in customer onboarding is keeping people engaged. It’s like trying to hold someone’s attention during a long movie – if it’s not interesting, they’ll tune out. Many businesses struggle to find the right balance between providing necessary information and avoiding boredom. The challenge lies in creating an experience that’s both informative and captivating, ensuring customers stick around long enough to see the value in the product or service.
How can customer onboarding process be improved?
Improving customer onboarding is like fine-tuning a recipe. Start by simplifying the process – break it down into bite-sized steps. Use visuals, like videos or infographics, to make information more digestible. Personalization is key – tailor the experience to each customer’s needs and preferences. Consider implementing a buddy system, where new customers are paired with experienced users or support staff. Regular check-ins and celebrating small wins can also keep customers motivated and engaged throughout the journey.
What are the two critical milestones during customer onboarding?
The two game-changing moments in customer onboarding are the “aha” moment and the first value milestone. The “aha” moment is when customers truly grasp how the product or service can solve their problems – it’s like finally understanding the punchline of a joke. The first value milestone is when customers experience tangible benefits from using the product – think of it as tasting the first delicious bite of a meal you’ve been eagerly anticipating. These milestones are crucial because they transform skeptical users into enthusiastic advocates.
What is customer onboarding?
Customer onboarding is like rolling out the red carpet for newcomers. It’s the process of welcoming, guiding, and supporting new customers as they start using a product or service. Think of it as being a friendly tour guide in a new city – you’re there to show people around, answer questions, and ensure they have a great experience. Good onboarding helps customers understand how to use the product, see its value, and ultimately become loyal fans.
How do you optimize customer onboarding?
Optimizing customer onboarding is like tuning a musical instrument – it requires careful adjustments and a keen ear for feedback. Start by mapping out the customer journey and identifying pain points. Use data and customer feedback to continuously refine the process. Implement automation where possible to streamline repetitive tasks. Create a mix of self-service resources and personal touchpoints to cater to different learning styles. Remember to celebrate small wins with customers – it’s like giving them a high-five for progress, keeping them motivated to continue.
What are the different types of customer onboarding?
Customer onboarding comes in various flavors, like ice cream at a parlor. There’s self-service onboarding, where customers guide themselves using resources like tutorials and FAQs. Then there’s high-touch onboarding, which involves personalized guidance from a dedicated team – think of it as having a personal trainer at the gym. Some companies use a hybrid approach, combining self-service tools with occasional check-ins. There’s also group onboarding, perfect for B2B clients, where multiple team members are trained together. The key is choosing the right type that fits your product and customer needs.
What is the objective of customer onboarding?
The goal of customer onboarding is to turn newbies into pros and skeptics into believers. It’s like teaching someone to ride a bike – you want them to go from wobbly and uncertain to confident and excited. The main objectives are to help customers understand the product’s value, learn how to use it effectively, and achieve their goals. Successful onboarding leads to higher customer satisfaction, increased loyalty, and reduced churn. Ultimately, it’s about creating a smooth transition from curious prospect to happy, successful user who can’t imagine life without your product.
