ON TODAY'S EPISODE:
Are you tired of losing customers during the onboarding process? Do you feel like your efforts are going to waste as you watch them disengage and potentially downgrade? It's time to turn things around and take control of the onboarding experience. This week on Impact Weekly, Johan and Lincoln will be breaking down the key factors that contribute to an effective onboarding process. They'll be sharing the most common mistakes businesses make and how to avoid them, so you can keep your customers engaged and invested in your product.

THIS WEEKS QUESTION:
“My customers seem really excited when they come in to onboarding, but they kind of lose interest and we lose momentum in the onboarding. How can I keep my customers engaged during onboarding?”

TOPICS BEING ADDRESSED:
*Effective onboarding for success
*Maximizing adoption and engagement
*Managing customer expectations.

QUOTES:
Lincoln Murphy (01:00): “Onboarding is probably the most structured life cycle stage”

Lincoln Murphy (02:14): “I call onboarding the functional valley of sadness.”

Johan Nilsson (07:09): “What experienced customer success managers or onboarding specialists do is that they put a lot of sense of urgency in the beginning to get things moving:”

Lincoln Murphy (12:16): “Onboarding is not about technical engineering or the functional aspects of it. It's really about social engineering.”

Lincoln Murphy (16:49): “There's three things that customers hate, surprises, unknowns, and repeating themselves.”

Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/

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