Comments on: 8 Simple Steps To Reducing Churn With Successful User Onboarding

By: Vicky Thomas

Vicky Thomas — Thu, 01 Oct 2015 16:16:30 +0000

Hey Len! Great post as always. One thing we struggle with is getting “unsuccessful” customers to talk with us – those folks who didn’t make it through the onboarding flow and didn’t get value in their first experience. We’ve tried sending a variety of emails to them, but they rarely respond (as opposed to the “successful” customers, who respond frequently). You mentioned you’ve uncovered failure triggers by talking to folks who have left – how did you get them to talk to you?

P.S. We love Inspectlet and use it regularly here at Lucidpress. In fact, we’ve set up Lunch & Inspectlet-watching sessions every other Friday for our whole team. It’s uncovered some easy wins and inspired many great discussions. I second your recommendation!

By: Stéfano Willig

Stéfano Willig — Thu, 01 Oct 2015 13:05:31 +0000

Excellent post. I changed the in app welcome message to my users and got a 40% increase in the answers.
We had a big text with videos etc, we changed it for a small paragraph offering help and it was the best thing we did, because everybody closed the old big message. Not anymore 🙂

By: Mart Shark

Mart Shark — Wed, 30 Sep 2015 13:57:11 +0000

The moment of onboarding success is commonly called ‘activation’. There’s a good Hubspot blog here: http://product.hubspot.com/blog/the-metric-watched-by-top-startup-growth-teams

By: Appah

Appah — Wed, 30 Sep 2015 07:30:43 +0000

Hey Len,
Great post.
I was wondering, what is your process for implementing changes to onboarding based on customer observation or questioning?
i.e. From feedback, what happens next, who owns what? etc

Thanks,
Appah

By: Sacha Amberson

Sacha Amberson — Tue, 29 Sep 2015 15:43:24 +0000

This was an excellent post. I’m able to adapt some of your key points to help with both client AND employee onboarding, so thank you!
What we struggle with the most for client onboarding, is the fact that the services and products we provide are completely customizable. This means that it gives our clients total design control to maximize how effective the service can be, but it takes us time to build and develop the service for them. Do you have any tips for additional retention assistance in this sort of an atmosphere?

By: James McBryan

James McBryan — Tue, 29 Sep 2015 15:41:01 +0000

Great article! One thing I noticed is that you’re sending a lot of personal messages from Alex, however I doubt Alex has the time to respond to every single one of them.

Do you have someone else respond as Alex? or do you just have whoever respond? and do you respond to all of them or do you pick and choose based off of the customer’s potential value? Basically, these questions all relate to giving the best customer service vs actual resource constraints.

The reason I ask is because I am also sending out personal emails, but some people get peeved at my support team because they’re like ” I want to talk to James “, and then there’s also balancing the volume of quality emails we get as a result which is really constraining our resources.

By: Darren

Darren — Tue, 29 Sep 2015 14:54:45 +0000

Brilliant post Len, must admit I’ve ‘borrowed’ a couple of ideas to use in the autoresponders of my own company emails.
Anything to improve customer retention is a gem – thanks

By: Jaymz Campbell

Jaymz Campbell — Tue, 29 Sep 2015 14:52:18 +0000

Thanks for sharing, I’m tackling the tricky problem of onboarding at the minute – I really like the thought that a successful sign up does not equal “job done”, that’s an excellent point to bear in mind. I can also speak to the success of nudge emails to re-engage with a service that’s been forgotten, guilty of that myself many times.