Tangible Quick Wins: 3 Customer Onboarding Tactics That Will Score You Significant Payoff

Last week we talked about why onboarding new customers around their first order is a great place to focus your retention energy. In our example scenario, you could score yourself bonus revenue to the tune of $39K.  It's time to get started with some actionable tips! Here are our top 3 quick wins that will help you start to reduce your churn rate.

3 ideas to implement right away
Let’s start with order 1 - here are a few simple ways to get started focusing on customer onboarding. Keep in mind that these are basic ways to dip a toe in the water - you don’t need to have it perfect to get started and you don’t necessarily want it perfect either. Why? It may inhibit you from being able to easily test or change direction if you learn something from customer behavior or feedback.

Quick wins:

1. Welcome Email When a customer sign-ups - how well does your confirmation email tell them how much you appreciate them? No need for this email to be purely transactional. Are you helping them understand what to expect between that point and when they actually receive their order? What impression is your customer getting of you at this point? Helpful? Cares about customers? Understands their needs? Or do you go dark between the digital transaction and the receiving the physical product? Bonus points if you segment this email if you have more than one option for the customer to choose or do a drip campaign. This is one of the quickest and easiest ways to improve your new customer onboarding - make a great first impression and set expectations!
2. First Order Recognition
   It may have been quite some time between that online transaction and receiving the first order. Have you created a welcome note that goes in all of your first time customer orders? How can you simplify that note so that you can make changes as you test the content? Can you create something inexpensive that can be easily printed off a standard printer to get started, but still makes a good impression? Think about how the note helps your customer when you include it in their first package. How could it help them to understand the value of what you have sent? How could it help them understand the flexibility of options on your website? How could you promote your referral program - a win-win for everyone? Your physical package has a 100% open rate - use that to your advantage.
3. Nip Issues in the Bud & Reinforce Positive Experiences
   ​Are you asking your early customers for feedback? By asking them to review their first order and identify any issues right away you get the opportunity to act and address their concerns. Don’t forget -this means following up with those at-risk customers and making it right - and quickly.  Which means, you have a process in place! We all know the adage - a customer that is unhappy can be detrimental to your brand. Those who then receive a positive experience when the issue is resolved however are even more likely to leave positive reviews and refer your company to others. Make sure you are listening to your early customers as much as your loyal ones - they are getting a first impression with your service.  Loyal customers, while their input is valuable, may have rose colored glasses on when reviewing their experience.

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Your next steps:

1. Benchmark your current order 1 to order 2 churn rate
2. Implement the quick wins listed above
3. Measure, tweak, repeat
4. Automate or systematize these programs

When you feel stuck and unable to move forward with the measurement or implementation of these programs, you are in the perfect spot to hire a specialist.

Don’t forget to read our follow-up post: "10 Answers New Subscribers Need - Help Your New Subscribers Success by Setting Expectations Early"

​For an evaluation of your current new customer onboarding experience and where to focus, fill in our New Customer Insights & Action Plan request. There are often two or three quick wins you can implement within a few weeks to lower churn immediately. Let’s get started finding some revenue opportunities for you.