Onboarding is arguably the most important stage in the Customer Journey. It’s the first time customers get an in-depth understanding of the product, the first time they get to really use it and, of course, the first time they meet us, their dedicated Customer Success Managers. It’s no surprise onboarding is going to be a key focus in CS in 2019.
One of the most important parts of onboarding is customer training. You can wow them or you can lose them in one meeting. Here are 5 ways to make sure your training is successful.
Keep it Simple- We’re experts in our field and sometimes our customer’s aren’t. When we’re eager to share information with new clients and make them fall in love with a product we already adore, it can be tempting to lay out everything you know at once. Instead, start with what is absolutely essential for them to learn how to use the product. Creating a solid and engaging review of your product’s core features will offer mastery of the tool while instilling a love of it within your customer.
It’s easier to walk away from a simple training feeling like a winner, thus setting your customers up for an early success.
A simple training allows for follow up touchpoints such as feature highlights and pro-tips. Your customer will be excited to get the information gradually, as it feels relevant and grateful you didn’t dump it on them all at once.
Set Expectations- If you have a more complicated product and simple training leaves too much to chance, let your customers know that the training is 2–3 sessions. Make sure that in between training modules, customers have a chance to test what they learned and hit milestones in between in order to stay engaged with you and flag any issues before you move on to the next module. Being transparent is a courtesy to the customer but it also sets the stage for your communication and makes your job a lot easier.
Know your Audience — Different levels of professionals are accustomed to different types of training. While a group of sales reps might enjoy a roleplay scenario and swag, that tone might not be the right one for corporate training. Likewise, metrics and other data might be less interesting to more junior contributors than it would be to execs and co-founders.
Catering your training and presentations to the audience is important to ensure your message is heard. Speak your customers’ language in order to build trust and establish yourself as an expert.
Make it Interactive — I know, I just said role play wouldn’t be for everyone but interaction isn’t always about giving your customers a live experience. Evaluate the interaction
- Did the Customer have time to ask questions?
- Did you pause for general opinions?
- Did you ask them about their day/make some time to bond a little?
- Are your touches varied (visual, audible, email, phone, screen share, video, etc?)
Interaction can come in many forms. You want to make sure your customer isn’t sitting through a lecture — trust me, they won’t want to hop on the phone again.
Gather Feedback- Being serious about keeping interaction fluid opens the door for feedback during the call. You may also choose to gather feedback after. While we know how important retaining information from customers is in relation to strategy around adoption and product feedback, we have to check in with them around feedback on our interactions. It will help us create a better Customer Experience thus improving our relationships.
Want More CS Knowledge? Hit “Follow” to be notified when the next article is published.