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Greetings all! I’m Casey - I lead the Implementation (aka Onboarding) group at Beck Technology. Our PMs are responsible for moving new clients onto our construction estimating platform (DESTINI Estimator). I’ve been here since our first client joined in 2016 and it’s been an exciting ride to grow from 14 employees to about 70!My favorite moment of the day is when my 2 year old son knocks on the office door and tells me it’s “no more work” time - my family is my #1 hobby! We love getting outside (even in the Texas summer heat). If I’m out on my own, you’ll find me in the tractor at the family ranch or, as often as possible, out in the woods for hunting season.Looking forward to building a network of nerds with the same passions - I love crafting creative solutions to help make clients successful, and I have stumbled onto a new passion of operational excellence (automations/integrations/removing barriers for the team).

Hi Everyone! My name is Sam, I’m a mom of soon to be 3, Onboarding superfan, and bookaholic. When I’m not whipping up snacks or my face isn’t down in a book, I like to spend time with my family outside. I work as a Global Program Manager for Qualtrics and run all of our digital onboarding programs through Customer Success. In the last year I’ve worked to launch our first ever Omni-channel digital onboarding journey including self-service checklists, email, in-product, and more. Very big accomplishment I’m proud of, but looking forward to learning even more about how we can improve our Onboarding experience. Would love to connect with you! 

We hit 100 community members! Check out who the lucky winner is!https://www.linkedin.com/posts/elan-maynez-720_customeronboarding-implementations-activity-7084267258369216512-bMwy?utm_source=share&utm_medium=member_desktop

Hey Everyone!!  My name is Chloe Handelman and I am an independent Operations Consultant currently based in Bali, Indonesia. I am originally from Rochester, NY but left the States 4 years ago and have been living abroad since. I love CrossFit, traveling, meditation, and spending time by the water. My background is in industrial engineering and I am a total business operations and process improvement nerd. I support CEOs to implement Operations Strategies in order to streamline their processes and systems so they can get out of the day-to-day management or delivery and focus on the work they love. Pretty much anything post-sale is fair game for me. I love supporting fast-scaling businesses to streamline their team, client, and delivery management processes and systems.Don’t be shy, say hey! 

Face it - as common sense as your product may seem and no matter how much documentation you have - someone WILL use it differently than you anticipate 🤣 Use your customer’s onboarding to get ahead of common (or not so-common) mis-uses by teaching best practices and making sure that the basics are being communicated in a clear and consistent way! SHARING TIME 🎁: Tell me about a time where someone genuinely surprised you, or caught you off guard, with how they were using a product Food For Thought 🤔: While they can be amusing, remember that an unexpected use case can help pave the way for an untapped market and growth opportunities for your company. We can always learn from our customers :)   

...Beep boop bop…Elliott Leonard here!! I am an automation/integration enthusiast, especially when it comes to onboarding and customer success. I believe companies will place greater emphasis on digital touch in 2023 and beyond. I would love to hear how you are approaching this!

  HOT TAKE! Ditch the pitch decks and show the reality of your onboarding experience. The nice thing about pitch decks is they make the onboarding journey look easy and super consumable, the downside is that they set the wrong expectations.Start off on the right foot by setting the right expectations out of the gate. It’s like if my friends invited me to go on a hike and said the views were stunning, but didn’t tell me that the hike was incredibly hard. If I blindly trusted them and went then by the time the going gets tough then I’d start giving up (this is usually when customers would start ghosting you because the level of effort is way more than anticipated.) So long story short - communicate clearly with your customers upfront and before the going gets tough (i.e. The next milestone is a doozy so I’ll need everyone’s full commitment especially your IT managers! If we don’t keep up our pace we’ll fall behind schedule!)

If we were to visit where you live, what would you recommend we do/see/eat???

This hits too close to home when you’re ready to get your long weekend started, but then a customer who you haven’t heard from in weeks emails you and wants to meet at 4:30pm. . .Time to put on the happy face, right? 

Want to get more projects done on-time? The secret isn’t to send more emails, start a slack channel, or even send a gift basket. The secret is to invite customers to the project! The magic number is 3. GUIDEcx did a study where on-time completion rate jumped to 91% when 3-5 customers were invited to projects.Who was being invited??? I’ll tell ya!The Executive Sponsor (check signer aka the person who can get their team back on track if they fall behind schedule) The App Owner (this is your main point of contact aka the person who owns the day to day task completion.) A Power User (this is someone who can help share the load or even step in for the App Owner if they leave) Their IT contact (This person may be responsible for helping whitelist things, send data, etc)Comment below if you have any other pro-tips of who to invite!

Are the snowy mountains calling? How about a nice tropical beach? Maybe you’re a city person and want to experience the hustle and bustle there? Imagine you have an all expensed paid vacation, where are you going and what are you doing?

What made that meal so memorable? 

Is there any technology that seems so futuristic and advanced you're surprised it actually exists?The internet? The fork? Sliced bread? Let’s hear it!!

Onboarding experiences aren’t perfect after the first go around. They take time to perfect. The unfortunate thing about designing your onboarding experience is it’s easy to get lost in theory and if you don’t get your customer’s feedback (CSATs anyone?) to help design it then you may end up with an experience that is less than ideal. How do you like to collect feedback from customers to revamp your OX?

Sometimes you get a customer that was either overpromised something or they feel like they run the town. Even if you’re a seasoned onboarding pro this can be tricky to navigate, but it seems a whole lot worse when you’re new! I’ve had my fair share of demanding clients when I first started!  So… how do you handle a customer with high demands?What I like to do is set clear expectations about timelines and features. If there is a feature that they feel needs to exist and is a dealbreaker if it doesn’t (classic overpromised situation), then I kick them back to sales to figure out if they were oversold on something.  How do you handle those escalations??? Comment below!

Hey everyone! This is your captain speaking ✈️I’m open to QOTW prompts for June, July, and August! If you have a question you’d like me to ask the community AND if you’d like us to cover the question with our thoughts in a Livestream, then post your question below.What are you waiting for? Drop your questions below! 👇👇👇

It’s time to grow! 🌱 Let’s get to 200 by the end of June!We’re on a mission to elevate onboarders and the onboarding experiences that they deliver, but we want to reach more people in the industry!We want to start growing our community and the best way to do that is by word of mouth. Right now we’re at 71 members and we’d like to get to 200 community members by the end of June! We can do that if everyone brings 1.8 friends, but we thought we’d like to make things a little more interesting. That’s why we’re going to create a friendly competition.The Competition: The more people you invite (and successfully register) into the community the more points you’ll earn. By the end of the month (June 30) the top three people with the most points will win some prizes!Things to note:Keep track of the people you invite in this spreadsheet Keep your eyes on the prize: First Place: $250 Amazon Gift Card Second Place: $100 Amazon Gift Card Third Place: $50 Amazon Gift Card The 10 Rules:1. Competit

This hits too close to home. Once you’ve experienced the power of a real onboarding platform *cough cough GUIDEcx!* it’s impossible to go back. It’s like riding a bike, then finally driving a car. It’s hard to go back for getting around town. I’m not saying you can’t do it, I’m just saying it’s harder to.

The modern kickoff call is worthless. I’ve seen way too many companies make the same mistake which is doing the kick off call because “that’s what you do.”Not understanding the why behind kick off calls will cause those companies to start off on the wrong foot.So why do we do kickoff calls?Kickoff calls should be used to instill confidence in your new customers that you are a trusted advisor/guide. The more confidence you instill the more your customer will do what you ask them to do during their onboarding experience. Now what?Get rid of all the fluff. Cut back on intros. Come prepared to kickoff calls so customers aren’t repeating what their desired outcomes and and who they are. Spend more time in outlining the journey they’re about to go on and plan for resources. If you mess it up, you’ll spend a lot of time making up a lot of ground that 30 minutes of preparation could’ve prevented. Check out this episode of our QOTW livestream below to learn more:   

Everyone has that one thing that they are abnormally good at. Some of these talents can be monetized and others are party tricks. I’d love to know what hidden talents you have!

Humble brag time! Let’s hear it below 👇👇👇

If you build a strong relationship with the check signer or what I like to call the executive sponsor, then when your onboarding stalls (and it’s in the customer’s court) you can have them put some fire under your point of contact’s pants!Here are my two top ways to build a strong relationship with the executive sponsor:Share weekly updates Provide easy access to the onboarding project so they can access it whenever they wantAs you increase transparency it will increase trust!

Is bigfoot real? Have we made contact with extraterrestrial beings? Can a human eat 6 saltines in 30 seconds??? If you have any conspiracy theories, I want to hear them!