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As onboarding and implementation professionals can we do away with calling it an “onboarding/implementation PROCESS?” Let’s call it an ✨EXPERIENCE✨ Plus, OX sounds way cooler than OP.

When I first started as an onboarder, I was constantly chasing information and drowning in deadlines. My job was to make sure people I didn’t manage were completing tasks. (There’s a reason people liken project management to herding cats)

Anywho, one day it just clicked that I was doing more than just chasing information and marking tasks as done. I was delivering value. I was delivering an experience and to be completely candid, the experience I was delivering was sub-par. 

That’s what I wish I knew day 1 of my life as an Onboarding Manager.

Whether you’re aware or not, you’re delivering an experience. Make it a good one!

Here are my top 3 tips to elevating the onboarding experience you’re delivering:

1️⃣ Clear Communication and Expectation Setting:

  • Craft a structured onboarding plan, outlining steps, timelines, and expectations. Transparency breeds confidence!
  • Keep clients in the loop with regular updates and status reports. It's all about building trust through open communication.
  • Manage expectations wisely by clearly communicating what can be achieved and any limitations. Honesty is the key to satisfaction.

2️⃣ Personalized Onboarding Approach:

  • Recognize that each client is unique. Tailor the onboarding process to their specific needs, goals, and challenges. One size doesn't fit all!
  • Assign a dedicated onboarding contact, readily available to guide clients through the process. That personal touch makes all the difference.
  • Empower clients with training resources and personalized sessions. When they feel confident, success follows!

3️⃣ Streamlined Onboarding Experience:

  • Simplify paperwork and documentation. Nobody likes to drown in paperwork!
  • Automate repetitive tasks with technology. Save time, increase efficiency, and free up resources for more valuable interactions.
  • Gather client feedback and iterate continuously. Their insights are the secret sauce for a refined onboarding process.
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