Customer Onboarding & Activation

B2B & B2C: overlooking this one crucial step in your customer journey hurts your business more than you know.

90% of users abandon an app within the first month, and 77% leave within 3 days!

This can be frustrating and detrimental to your business's success.

Prioritize your onboarding experience to improve your retention rates by up to 54%, and reduce your CAC tremendously.

An effective onboarding process sets your customers up for success by helping them clearly understand and experience the value they'll get from your product. Build a great one and see your activation, conversion, and retention rates skyrocket.

So how do you build a proper Onboarding Experience?

1. Define the goals and objectives of your onboarding process

2. Map out the user journey. Understand the steps your customers will take when using your product

3. Create clear and concise messaging/demos to guide them from one step to another. Make sure to show the value and benefit at every step.

4. Personalize based on user data/needs/interests/source..etc

5. Test with a small group of customers. Gather feedback. Improve. Launch.

6. Continuously monitor and update to ensure effectiveness and relevance over time.

Bonus Tips:

1. Use storytelling to create an emotional connection with your customers. It'll make it more meaningful.

2. Make it fun and enjoyable. Use humor. Use playful elements. It will increase engagement.

3. Gamify the experience. Incorporate challenges, levels, and rewards. Make it more interactive and competitive to encourage customers to complete the process.

4. Use visuals/animations/videos to simplify complex concepts. It'll reduce confusion and help customers retain information better.

PS: Look up Duolingo's onboarding case study - they did a brilliant job - lots of inspiration there.