Onboarding usually does not refer to one specific action, or sequence of events, rather it covers the terrain a potential buyer takes from their arrival click all the way to their actual purchase. Ideally, the onboarding experience should accomplish some very specific goals both for the buyer and the merchant.
For example, it's very important to completely introduce new site-landers to the product being offered, and to answer whatever questions they have, speedily and efficiently. On the merchant's end, it's vital to have taken the opportunity to get relevant data about this new customer, so that going forward options can be proferred that specifically meet the needs of this new customer. In the end, it's more beneficial to retain and grow acquired customers than it is to constantly go after new ones. So, follow up becomes key. You want to know what went right, what went wrong, and how you can fix it. Keep this in mind and onboarding will lead to a long, successful relationship.
- Onboarding isn't comprised of one specific action, or event sequence, rather it refers to every step a browser takes from landing on site to committing to purchase.
- A good onboarding experience should thoroughly introduce the site offerings and answer all pertinent questions a newbie has expeditiously.
- For the e-commerce vender, the onboarding experience is an opportunity to gather all the needed data to create personalized offerings for a potential repeat customer going forward.
“Your customer onboarding experience will determine the overall quality and longevity of your business relationship.”