Miller notes that organizations can reduce the time to value by always anticipating their customers’ needs. Offer case studies during your onboarding so customers can compare themselves to others like them who’ve seen results. This helps customers recognize that the company is supporting them by providing answers to questions they might not even know they have. Katie McFarlan, CEO of Dakota Design Company, recommends giving customers the answers to their questions up front in a welcome guide. Some may prefer tutorials via video, while others may want information in a step-by-step blog post. Often, customer onboarding requires you to provide users with different ways to receive the same message.
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