A satisfying customer experience with the brand is a crucial point within the strategy of any business. Discover how Customer Experience Onboarding can bring benefits to the consumer from day one!
Camila Oliveira
May 27, 21 | 10 min read
customer experience onboarding
Reading time: 7 minutes
You’ve probably heard of Customer Experience , or CX. But do you know exactly what it is? Do you understand in a practical way how to apply Customer Experience Onboarding in the day-to-day of your business?
Customer Experience — a mix that combines intelligence, people, technology and investments to plan, implement and control initiatives that will delight and deliver unique and differentiat experiences to customers — is increasingly on the market.
After all, consumers are an essential part of a brand and ne to be nurtur to remain rationally and emotionally connect to the products and services you offer.
In this article, you will have a complete guide on Customer Experience Onboarding divid into the following topics:
What is the relationship between Onboarding and Customer
What does the client value most in initial contacts?
How to generate value for customers immiately?
What are the main points to be consider in connections?
Golden Rules of Customer Experience Onboarding
Dive into every detail on the topic with this material!
What is the relationship between Onboarding and Customer Experience?
Understanding that customers have emotions and are not just numbers is the most essential part of building a Customer Experience strategy.
Even today, many companies are focus on monaco email list 100000 contact leads their tasks and are unable to put themselves in the shoes of their customers when designing their products, services or even rethinking the personaliz and empathetic service that buyers would like to have.
Transforming a business model into a Customer Centric one is a project that must be work on during the first contacts with the client, that is, already in Onboarding .
In SaaS companies, Customer Experience is often confus with User Experience , but this is not the case. UX aims to plan the customer’s experience with the product.
What does the client value most in initial contacts?
Emotional connections
Emotional connections are at the top of the list when it comes to Customer Experience. Nowadays, it is important to be conscious of how you speak and what you say to the customer.
The best consumer experiences will undoubtly other points to keep in mind: happen when emotional connections are creat between the consumer and the brand .
Remember that emotions shape attitudes and ultimately drive decisions. Therefore, to deliver the best Customer Experience Onboarding, be prepar to:
relate by demonstrating friendship and camaraderie, creating rapport (with effective communication and without excesses);
transform the purchase of your product or service into a moment of self-realization;
Treat your client with importance, attention, without forgetting the simplicity of the service;
keep all promises to ensure privacy of information. After all, connection builds trust and openness. Appreciate it!
Rational connections
Rational connections cannot be overlook in Customer Experience. In the end, it is not all about relationships and it is essential to know if you are really providing a good experience with results to your customer.
Therefore consider:
Expand the technical knowlge of the entire customer-facing team;
be attentive to feback that improves the performance of your product or service;
offer all the necessary support be numbers with agility and technology;
be agile in problem solving;
deliver a lot, but deliver with quality. Always!