User Tips

Have you heard of the Doorman Fallacy?Back in the 80’s when revolving doors were gaining popularity, hotels decided that doormen were obsolete. They cut back costs and fired their doormen because all they did was open doors, right? WRONG. This actually backfired on hotels and instead of making more money they lost money.How did that happen you ask? Doormen do more than open doors (say that outloud 10x fast). They actually acted as taxi hailers, security/vagrant deterrent, friendly face to the customers, and a signal of luxury. When they were removed, all that was left was a door that revolved.In the age of AI and automation, now it’s more important than ever to lean into the human aspect of your onboarding experience. Let the AI overlords and automation do the email sending and task assignments while you focus on the relationship building and other ancillary (yet still important) soft skills.Now’s the time to refine these types of human skills that robots can’t do better than you:Commu

Jiro Ono (If you don’t know who he is, you need to watch the documentary "Jiro Dreams of Sushi”) is a master sushi chef who has dedicated his life to perfecting his craft. His unwavering commitment to excellence has led him to become one of the most respected and sought-after sushi chefs in the world. Jiro's story is a powerful reminder to me of the importance of mastering your craft. Regardless of what profession you are in, there is always room for growth and improvement. We (as client onboarding + implementation professionals) should take note of Jiro's example and strive to continually hone our skills and knowledge.Easier said than done, Elan. You’re right! I think that the key to mastering any craft is to approach it with a sense of passion and purpose. Jiro's passion for sushi is evident in every aspect of his work. He is constantly experimenting with new techniques and ingredients, and he is never satisfied with his current level of success.Similarly, we can approach our work wi

If you say yes to any of these, it may be time to invest in an onboarding software that can help you improve your OX: Manual onboarding processes are taking up too much time: If you find that your team is spending a significant amount of time manually onboarding clients, it may be time to consider a client onboarding platform. Automating certain aspects of the process can save your team time and make the process more efficient. Your onboarding process is inconsistent: If your team is struggling to provide a consistent onboarding experience for clients, a client onboarding platform can help standardize the process. You're losing clients during the onboarding process: If you're experiencing high churn rates during the onboarding process, it may be a sign that your onboarding process needs improvement. A client onboarding platform can help streamline the process and provide a better experience for your clients. You're scaling your business: If you're expanding your business and brin

Happy Monday everyone! Let’s talk about clients who go dark! While there are several factors that may play into the client disengaging, I’d love to hear your thoughts and strategies on getting those clients back on track!Comment below!

It’s so easy to get caught up in the magic of your product that is changing the world, wait no, the galaxy. Wait… no the whole universe!!! I know that I would get excited to share the awesome benefits of any product I was implementing that I would dump a ton of information on my new clients. One thing I wish I knew sooner was “remember the magic, but make it digestible for your clients. Not everyone wants an all-you-can-eat buffet, so meet them where they’re at!”

When you’re conducting a kickoff call with customers, make sure you’re prepared! Gather intel from the sales experience about what they are looking to get out of your product or service (desired outcomes). That way, you can confirm what you know rather than asking them to start over with someone new. This will do wonders for building trust, and maintaining momentum throughout the customer journey.

With email and text communication being the first line of defense, sometimes implementation professionals rely too heavily on this way of communicating. When things are getting misunderstood or a client is escalating, I am always surprised how just exchanging words over the phone calms them down. I also find it helpful because it takes away the anonymity/delayed feedback of email, where clients tend to be more forceful. Not only do you get a quicker resolve, you maintain the relationship. Nevertheless, always a good idea to follow up in written communication, what was discussed over the phone for documentation purposes. 

Onboarding is the process in which you help new users get familiar with your software/service/product. Many companies and teams are focused on the first AHA moment or initial time to value. However, in order to drive renewals you need to set the customer up for continual success. That’s where adoption is the name of the game! When users don’t adopt your software, service, or product the chances of renewal drop significantly.What are some of your tips and tricks for ensuring your product is installed correctly and users know how to use it so it doesn’t become shelfware?Comment below! 👇👇👇 

I wish I knew that anytime I ended a meeting without scheduling the next meeting I could lose a LOT of momentum. Never end a meeting without scheduling the next meeting!

It’s pro-tip tuesday! Go share a tip that you wish you knew (or comment on someone else’s pro-tip idea) that would be helpful in customer onboarding!  (Don’t forget to use the tag “pro-tip tuesday”) https://onboardingnetwork.guidecx.com/general-chat-104

DID YOU KNOW? First impressions are made in a matter of seconds.DID YOU ALSO KNOW? It can take around 7 good impressions to change someone’s perception of you if you started off on the wrong foot. Imagine someone was rude to you when you first met them, but every time after you interacted with them they were very nice. What thoughts would go through your head? I know I’d be thinking - “what is this person’s alterior motive???”It would take, on average, seven positive experiences with that person for your brain to be open to changing it’s perception of that person.Brains are efficient. Changing a perception of someone takes a lot of mental energy. It’s a defense mechanism. Imagine how exhausted you would be if you were constantly changing perceptions of people because of how they treated you that day! When onboarding a new customer - they are making first impressions of you (their guide, confidant, trusted advisor) and the software/service they just signed up for. Luckily their cognitiv

I shared the 10 commandments of #clientonboarding #customeronboarding #implementations yesterday. Here is a tip to living the first commandment, Thou shalt have a clear and defined onboarding process: Make sure your process is documented. Whether that's in Notion, Lucid, Canva, or even on sticky notes on a whiteboard. Here are my TOP 3 benefits to having the onboarding ✨experience✨ documented:1️⃣ Seeing it in writing helps you identify inefficiencies and redundancies.2️⃣ It ensures consistency and helps all team members follow the same steps3️⃣ It helps you see where customers could get stuck/lost CTA: Take a minute to write out your onboarding process and see if it's clear and defined. What parts could a 5 year old understand? What parts are extremely confusing?

As someone who understands the importance of client onboarding, you may have noticed that during these economic times companies may reduce their investment in client onboarding. Investing more resources into customer onboarding could lead to improved customer success/satisfaction, retention, and ultimately, revenue. However, convincing your higher-ups to allocate more resources to this area may be a challenge.What are ways that you help them understand the value of this team? Specific examples or statistics to support are encouraged!

Completing Onboarding for our team is making sure the customer is comfortable with the product and knows all the product functions available to them.  Sometimes the customer is working with a partner and onboarding becomes more of a facilitator than a technical role and if the project is long term, the onboarding team may hand it off with the offer to come back into the picture when it is time to provide operational enablement.  When handing off, a discussion takes place of who the next contact will be and what information is required for them.  Sometimes the next contact is not technical and only needs information regarding the customer contacts, best times to connect, and high overviews of environment and product features.  Other times, the customer is transitioning to an ongoing technical resource that may want a deeper dive into the environment.  I always try to end the onboarding sessions with a configuration review and summary of the environment.  I’m curious what others do for p

I’ve been thinking long and hard about this! What are your thoughts on the 10 Commandments of Client Onboarding?  Thou shalt have a clear and defined onboarding process: Having a structured and defined process helps ensure consistency and sets clear expectations for both the client and the onboarding team. Thou shalt communicate clearly and regularly: Clear and frequent communication is crucial during the onboarding process to ensure that both the client and the onboarding team are on the same page. Thou shalt establish clear goals and timelines: Establishing clear goals and timelines helps ensure that the onboarding process is efficient and effective. Thou shalt gather all necessary information: Gathering all necessary information upfront helps ensure that the onboarding team has all the necessary information to start the project. Thou shalt verify all information: Verifying all information provided by the client helps avoid errors and misunderstandings. Thou shalt establish

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