Onboarding Isn’t Just for Employees

You onboard your employees (we hope), but do you onboard your customers?

Many companies focus primarily on customer satisfaction during or after a service is delivered. While that’s important, there’s a huge opportunity right at the beginning: the anticipation phase. This is the moment when your customer is already invested, excited, and eager for what’s next. A thoughtful onboarding process can harness that energy and create a foundation for long-term success.

Why Onboarding Matters

Before any heavy lifting begins, there’s a window of opportunity to build trust, set expectations, and create an experience that turns first-time customers into long-term advocates. Effective onboarding isn’t just about delivering a welcome packet or a tutorial video—it’s about making a strong first impression that resonates.

Consider these elements of a great customer onboarding process:

• Clear Expectations: Define what success looks like for your customer and what they can expect from your service.
• Personalized Engagement: Tailor the onboarding process based on the customer’s needs, goals, or industry.
• Proactive Communication: Address common concerns, answer questions before they arise, and demonstrate responsiveness.
• Delightful Touchpoints: Surprise and delight your customers with unexpected value—exclusive insights, a small welcome gift, or an engaging walkthrough.

Turning Anticipation into Advocacy

A great onboarding experience doesn’t just help customers feel comfortable—it sets the stage for advocacy. When customers feel valued from day one, they are more likely to share their excitement with others, increasing referrals and word-of-mouth marketing.

So, as you bring customers on board, consider how to turn their first impression into something worth talking about. Anticipation is a powerful thing—and with the right approach, it can work in your favor before the real work even begins

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