If you are planning a training session, I want you to pull out a piece of paper and a pen, and do 2 things.
A step by step guide that gives your customers a clear path to success can really boost your customer onboarding and success efforts. Here are a few tips for providing that clear path.
We will often see customers sign up for a trial without a clear idea of what their goals are. They know they have a general problem and they know that they need to do something but they have a tough time defining exactly what the problem or explains exactly how they plan on solving it.
You cannot help your customers be successful unless they understand what their goals are. You probably didn't expect me to say that. You probably expected me to say that you can't help your customers be successful unless you know what their goals are. But that isn't totally true. If you have a low touch sales process and provide a lot for self-service information, a customer who has a clear goal in mind can be successful with your product without ever contacting you. But if they don't know what their goals are then the chances of them being successful with your product aren't very good.
Our brains struggle to remember more than 5-7 things. We just aren't very good at remembering more than that. But our brains are very good at chunking information.
Chunking information is the process where we break up large amounts of information into manageable chunks. It's almost like putting things into folders.
Let's look at how this works with phone numbers in the United States. I live in Northern Virginia
just outside of Washington DC. There are basically three area codes that I usually run into: 703, 571 (which are both in Northern Virginia), and 202 which is Washington, DC.
We talk about rollout training, onboard training, and writing better standard operating procedures
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