QOTW 9/11: When should you create emotional connections with customers?

Part of creating an onboarding experience that delivers value and helps customers get started on the right foot depends a lot on creating an ✨EXPERIENCE✨

In order to take a process and turn it into an experience you need to make emotional connections with your customers. I highly recommend checking out the book: The Power of Moments. 

“But for an individual human being, moments are the thing. Moments are what we remember and what we cherish. Certainly we might celebrate achieving a goal, such as completing a marathon or landing a significant client—but the achievement is embedded in a moment. Every culture has its prescribed set of big moments: birthdays and weddings and graduations, of course, but also holiday celebrations and funeral rites and political traditions. They seem “natural” to us. But notice that every last one of them was invented, dreamed up by anonymous authors who wanted to give shape to time. This is what we mean by “thinking in moments”: to recognize where the prose of life needs punctuation.”

Onboarding experiences should have punctuation, let’s make it so they’re not a drag! What are the key moments in the onboarding journey where we can create emotional connections with customers?

Drop your thoughts below and let’s talk about challenges, questions, and pro-tips. Don’t forget to RSVP to the 2nd of 4 livestreams on Customer Engagement!