Effective and Efficient Onboarding

Last week, I was in Boston where I was honored to speak in front of a packed room at the Subscription Show.

This conference was an amazing gathering of customer-centric people from all departments — from marketing to product to support — and from all industries — from publishing to education to sports. Despite all of our differences on paper, what brought us all together was our unrelenting dedication to customer experience. It was exhilarating to meet everyone and nerd out on customer success and other components of a subscription business.

On Tuesday, November 5th at 2pm, I walked into my session to join a packed room to help everyone answer one question:

Is your team onboarding customers efficiently and effectively?

Remember, customers no longer just buy things, they require an experience. Furthermore, onboarding MATTERS so much in today’s world. In the talk, I discussed the 5 questions to ask yourself to figure out whether you are onboarding customers efficiently and effectively, in addition to a lot of the learnings from The Startup’s Guide to Customer Success.

It gives me so much joy to see so many people care about improving customer experience at their companies and let’s keep these conversations going!