Want happy customers? Stop making these 5 common onboarding mistakes

To celebrate International Day of Happiness we’ve highlighted common onboarding mistakes that may prevent your customers from having a positive experience with your business.

A successful onboarding experience creates loyal and happy customers who will promote and recommend your company – something all business owners aspire to, right?

Avoiding these common onboarding mistakes will see repeat sales and more word-of-mouth recommendations from current customers to their family and friends.

Mistake 1: Failing to explain the value of the product

You know why your product is so great and the impact it can have on the lives of your target audience, but do they? If the benefits are not clearly stated within the copy of your website, you are unlikely to convert potential customers. When was the last time you read through the content of your website? Does it explain the benefits in a simple, yet compelling way? Would it benefit from added testimonials from past customers?

It may be worth asking an outsider who has no prior understanding of your business to read through the copy on your website – particularly on the homepage – to provide feedback from a neutral perspective on your product or service.

Mistake 2: Not knowing which actions lead to conversion

Once a customer understands the value of your product, you need to get them to convert. To do this, you need to recognise which actions lead to conversions. This is something that can be measured by your Google Analytics report. If you need to brush up on your GA skills, take a look at this beginners guide for the lowdown.

By measuring the activity of your customers from when they first landed on your website to the steps taken to convert, you’ll learn how to improve your offering.

Mistake 3: Killing momentum with too many steps

Your customer wants to experience the benefits your product will bring and they want to get there as quickly as possible. Long forms to complete and complicated navigation will kill momentum and potentially lead to transactions being abandoned and never attempted again.

You need to make it simple for customers to sign up to your product or service so it’s a good idea to have your contact details displayed clearly on every page and to remove any unnecessary fields to complete in order to make the transaction.

Mistake 4: Not demonstrating a secure connection

Today’s customer understands the risks of entering their personal information or card details on an unsecured connection. Most will look for the padlock in the address bar to check that data is being exchanged on an encrypted connection.

To keep your customers’ data secure, you should move your HTTP website to HTTPS, if you haven’t done so already. Google’s has already started to mark HTTP websites as unsecured and this warning will become more prominent as time goes on, making it even more obvious when businesses aren’t complying with protecting confidential information.

Mistake 5: Not following up with them once the first experience is over

You’ve explained how your product will improve the user’s life, recognised the call to actions they need to take, streamlined the path to completing the steps and demonstrated that you care about keeping their sensitive data secure. Now what? Simple – you need to get them to come back!

A well-timed, value-driven email will go a long way in encouraging repeat sales, so don’t forget to follow up with them.

When you’ve invested a lot of time, energy, and money into building your business, you want to do everything in your power to perfect the onboarding process to keep customers happy.

Although we can’t guarantee you hundreds of happy customers, we can help if you’re worried about the security of your WordPress website. Get in touch with us to see which of our monthly plans are best suited to your business requirements.

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