3/24/2024 0 Comments Customer onboarding journey![]() ![]() Action itemsĪnswer this: Who is this journey's focus customer?įor Vidalytics, the main value proposition is that it is built specifically to drive more conversions. One of the benefits of creating this journey map is that it forces your thinking beyond the beliefs held internally at the company, and forces you to think in terms of the customer experience. The more that you are able to inform your personas with data, the less risk you run of doing a bad job and just reinforcing existing beliefs. Ideally, you are able to populate these personas with data, qualitative and quantitative: demographic data from Google Analytics, surveys, questionnaires, or any other sources at your disposal. What is their level of experience or expertise in the field? What are their goals, and what problems are they trying to solve? Whatever you are using, you want to frame the personas around some high-level characteristics: ![]() After all, without any videos hosted on the platform, it is impossible to get value from the product. Help more users upload videos: The number of uploaded videos per user is the main metric for defining an improved onboarding experience, it's a key "aha!" moment. Improve our customer onboarding: Send relevant messaging to customers at the right cadence to ensure that they complete key milestones within their freemium experience.Ģ. With a 14-day free trial, it’s critical that new users reach a few milestones in order to realize the value of the product and continue forward on a paid plan.Īs you might imagine with a video hosting company, the milestones are:ġ. ![]() Our goal is to build a scalable strategy to improve customer retention, and the first step towards that is to improve the onboarding flow. I am working with one client now on building out a customer journey map: a video-hosting SaaS product called Vidalytics. It’s always better to teach with real examples, so here you go: improve conversion rates, or 30-day customer retention, so you can base your journey map on concrete details and jobs to be done. Without a clear set of goals, you will find it difficult to pull actionable insights from the journey map.įocus on a specific customer persona or business goal, e.g. The customer journey map will help you to understand where any customer experience challenge stems from, and how you could improve those experiences.Įstablishing the goals and priorities of the customer journey map upfront will ensure that it is not simply a meaningless task, but instead that it helps guide important business decisions. This customer journey map becomes the foundation that informs different operational aspects of your business- product marketing, user onboarding, customer success, and user feedback-and how you can optimize these areas to better serve the customer needs. ![]() The main goal of a customer journey map is to place you in the shoes of your customer and walk along their journey through your funnel. It illustrates how customers engage with your company-from the very first touchpoints of awareness (of your product, or even the problem you are solving) all the way through to customer engagement, user onboarding, and beyond.Īnd journey mapping can take many forms, from a simple diagram to an illustration, or even a spreadsheet. A customer journey map, also known as a user journey map, is a visualization of all the interactions that your customers have with your company. ![]()
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