How do you make your customers feel valued? Finding ways to engage your new clientele while also letting them know they made the right decision in choosing you will give them confidence. You don’t want to come across as full of yourself, though, so there is a careful balance between boasting and welcoming them.
According to Wyzowl, about 90% of customers think the companies they buy from could do a much better job of welcoming them as a new client. If you don’t have an idea for a customer onboarding process, you should develop one. A new client can quickly become a raving fan who drives additional buyers your way.
Greeting new customers starts with figuring out their pain points, then highlighting how your company can solve those issues. Here are seven steps to make your clients feel like VIPs.
1. Hit the Ground Running
Before you spend hours explaining why you’re the best company for the user, think about what you have to offer. Most people need a solution now. They sought you to fix a problem or make their lives easier in some way.
Show them how to jump into using your product or service immediately. You can continue to highlight what you can do for them along the way, but get them going so they don’t grow frustrated and seek a different solution.
Adobe has a detailed onboarding process for new customers. When you sign up for Creative Cloud, you get an invitation to download the apps for desktop or mobile. As you add each app, they walk you through elements to help you understand how to use it better. Photoshop can be tricky to learn, so they provide beginner videos from the minute it loads and offer tips along the way.
2. Know Personal Details
Take the time to get to know your new customers. If you serve business clients, your research may include reading their company story and finding out what struggles they’ve overcome. If you work directly with consumers, you’ll need to take the time to ask a few questions and get to know them better.
Once you have some details about their life and why they sought your services, you’ll be better at fulfilling their needs. You can point out other work you’ve done that aligns with their business goals and reassures them you can solve their problem.
3. Fix Pain Points
People seek out a product or service because they have an issue. Once you know the problem that drove the customer to you, it will become much easier to address whatever they’re dealing with. You’ll have to do a lot of behind-the-scenes research and develop strong buyer personas.
Part of your customer onboarding process should involve asking questions to figure out why they’ve come to your brand.
Houck knows the list of reasons people seek their commercial and industrial restoration services. They then present each of those issues and highlight the work they’ve previously done to reassure leads they can fix the problem for them, too.
Their waterproofing and protective coatings section describes the issues water infiltration can cause, then highlights their experience with various waterproofing solutions.
4. Help Them Achieve Success
People want to know you’ll make their lives easier or help them achieve success. The best way to gain new customers’ trust is by adding testimonials from current clients. Seeing the ways your company served others helps reassure a new client you’ll be able to do similar work for them.
Include testimonials on your website and in any onboarding materials you provide. A short quote about how you helped another customer with their goals may give a brand-new client the needed boost to complete tasks.
You need specific information to move forward, but gathering data takes time. Success stories spur the user to seek the same results, so they’ll be more forthcoming about providing these details.
5. Highlight Essential Info
When you bring a new person into the fold, don’t overwhelm them with non-essential details. You can draw attention to crucial information by highlighting it or adding pop-ups and bubbles. Even a small arrow or flashing animation indicates which elements should take priority.
Chanty is a team collaboration tool with a cute mascot named Rufus. Rufus is a dog who shows bubbles to let users know when something is crucial and guides them in their first steps to using the tool.
6. Send Emails
Email marketing is a useful onboarding tool for new customers. Once someone signs up with your brand, send out a quick welcome message. Personalize the email and offer some examples of how you’ve helped others with similar issues.
Ideally, you’ll have a series of onboarding emails. Each message should be brief and to the point, and offer guidance while reassuring them you can fix whatever they’re facing. The issues might be simple or complex, but tap into each client’s emotions and feelings.
Stand Out From Competitors
Your onboarding process could put you head and shoulders above other vendors the client may have used in the past. If they feel welcomed and reassured from the first minute they do business with you, they are much more likely to develop loyalty to your brand. With a little effort in the beginning, you’ll gain an ongoing customer who tells others about your company.