34 articles in this category
First impressions form in seven seconds and 55 percent is visual. Creating amazing first impressions requires an outstanding website, personalized welcome processes, prompt service, knowledgeable employees, and professional interactions. Speed matters more than perfection, and transparency builds trust instantly.
What happens once a customer has purchased your product? Customer implementation is the process of helping customers integrate your product into their lives successfully, ensuring they achieve results and become long-term advocates rather than experiencing buyer's remorse.
Customer onboarding bridges the critical gap between initial sales and long-term success. Learn how to design scalable onboarding workflows that reduce churn, improve engagement, and convert new customers into loyal clients who deliver meaningful lifetime value.
When customers see the complete onboarding process ahead, they understand you're committed to helping them succeed rather than abandoning them after the sale. The unknown creates anxiety - customers who made an investment need to see what comes next. Hiding steps until you reach them makes customers feel strung along and triggers defensive behavior, destroying relationships before they begin.
Customer success management focuses on helping customers achieve their goals, creating lasting relationships by understanding what success means to them and actively working to deliver it. This proactive approach goes beyond customer service to ensure customers realize value from your product or service throughout their entire journey.
Disappointment has more lasting impact than satisfaction - one failure sticks in minds more than 19 successes. Set lower expectations, deliver proactive service like airlines texting about delays, and remember up to 60% of inactive customers will return if approached correctly.