Systems + Processes | 6 Minute Read
Begin your onboarding plan by creating a "big picture" view of your customers' post-purchase experience—in relation to one specific product or service. Your big picture should include a list of the things your customer will do and the results they can expect to achieve.
Answers to the following two questions will be helpful as you create your big picture view of your onboarding process.
1. What will your customer do with your product or service?
Imagine that you're selling child car seats. Here are some things you might want to include in your process when thinking about how your customer will use your product:
2. how will they feel while using it?
For this question you'll want to think about the benefits of use. Thinking of our child car seat example above, they may include:
For each of the above items, it's easy to see how you can provide help. You can provide an instruction manual for easy assembly, video tutorials on how best to move the seat from one car to another, and follow-up emails asking if your customer has checked out the optional extra buckles. You'll may also want to consider a customer service telephone number where customers can get the help they need when troubleshooting.
Once you understand the big picture, you'll need to flesh out the details of their post-purchase experience even more. Here are a few things to consider as you do:
The list above will help you create a framework to holistically design your entire onboarding process. From there, you'll still need to figure out the details for execution (all of which we'll cover in future posts):
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