Customer Experience Onboarding in SaaS: How to Improve Customer Experience from Day One
Posted: Thu Jan 23, 2025 6:20 am
You've probably heard of Customer Experience , or CX. But do you know exactly what it is? Do you understand in a practical way how to apply Customer Experience Onboarding in the day-to-day of your business?
Customer Experience — a mix that combines intelligence, people, technology and investments to plan, implement and control initiatives that will delight and deliver unique and differentiated experiences to customers — is increasingly on the market.
After all, consumers are an essential part of a brand and need to be overseas chinese in uk data nurtured to remain rationally and emotionally connected to the products and services you offer.
In this article, you will have a complete guide on Customer Experience Onboarding divided into the following topics:
What is the relationship between Onboarding and Customer Experience?
What does the client value most in initial contacts?
How to generate value for customers immediately?
What are the main points to be considered in connections?
Golden Rules of Customer Experience Onboarding
Dive into every detail on the topic with this material!
What is the relationship between Onboarding and Customer Experience?
Understanding that customers have emotions and are not just numbers is the most essential part of building a Customer Experience strategy.
Even today, many companies are focused on their tasks and are unable to put themselves in the shoes of their customers when designing their products, services or even rethinking the personalized and empathetic service that buyers would like to have.
Transforming a business model into a Customer Centric one is a project that must be worked on during the first contacts with the client, that is, already in Onboarding .
In SaaS companies, Customer Experience is often confused with User Experience , but this is not the case. UX aims to plan the customer's experience with the product.
CX brings a much more comprehensive proposal, which involves the structuring of all channels (remote or in-person), customer contact points, and measures to optimize the experience based on the Customer Journey.
Onboarding and CX aim to ensure that customers are prepared to generate results and see your company as a valuable strategic partner that prioritizes positive experience in the relationship.
In addition, of course, to make an excellent first impression on the client, collect the necessary information in the best way and educate him on how it is possible to extract the benefits of the purchased service.
After the sale, there is a very important moment in the customer-company relationship, which is when the buyer will differentiate between the purchase of a service or material asset and an experience.
The foundation of Customer Experience Onboarding should always be to connect the brand's value proposition with customer expectations.
What does the client value most in initial contacts?
Emotional connections
Emotional connections are at the top of the list when it comes to Customer Experience. Nowadays, it is important to be conscious of how you speak and what you say to the customer.
The best consumer experiences will undoubtedly happen when emotional connections are created between the consumer and the brand .
Remember that emotions shape attitudes and ultimately drive decisions. Therefore, to deliver the best Customer Experience Onboarding, be prepared to:
relate by demonstrating friendship and camaraderie, creating rapport (with effective communication and without excesses);
transform the purchase of your product or service into a moment of self-realization;
Treat your client with importance, attention, without forgetting the simplicity of the service;
keep all promises to ensure privacy of information. After all, connection builds trust and openness. Appreciate it!
Rational connections
Rational connections cannot be overlooked in Customer Experience. In the end, it is not all about relationships and it is essential to know if you are really providing a good experience with results to your customer.
Therefore consider:
Expand the technical knowledge of the entire customer-facing team;
be attentive to feedback that improves the performance of your product or service;
offer all the necessary support with agility and technology;
be agile in problem solving;
delivered a lot, but delivered with quality. Always!
How to generate value for customers immediately?
Quality service means exceeding customer expectations and paying attention to detail. We no longer have attention, we have a relationship!
Many brands delight their customers from time to time. However, some of them do much more than expected: they relate in a humanized way, solve problems and, in doing so, earn gratitude and customer loyalty.
When implementing Customer Experience Onboarding, it is essential to exceed customer expectations and it is always necessary to consider the experience from their point of view.
The book " Be Our Guest " says, "When the experience is consistent, uninterrupted and high quality, guests return . "
But how do you do that in SaaS companies?
It's no different from traditional businesses. Leonard Berry, a researcher at Texas A&M University, conducted a survey showing that customers evaluate service quality based on five factors, CESAR:
reliability: the ability to reliably and accurately deliver what is promised;
empathy: the degree of individual care and attention you show to customers;
Confidence : knowledge of the cause, the business and your ability to convey ideas with sincerity and competence;
appearance – everything related to the presentation (even if it is online);
answer : the goodwill shown when helping customers.
What are the main points to be considered in connections?
Customer Journey Mapping
The first step is to manage the customer experience during all contact moments, that is, to constantly monitor the entire Customer Journey . The customer experience is cumulative and should include the stages before, during and after the purchase.
Mapping the "customer journey", as it is literally translated into Spanish, generates benefits for both the company and the consumer , since it allows us to know the profile of each client and identify, for example, the preferred form of communication for them, the contact channel, the ways of approaching them and what was agreed with the sales team.
Another important point is that with this support, during the post-sale, it is possible to identify the critical points and emotions that customers are feeling , improving the points that were not worked on in the initial contacts and improving the Customer Experience in Onboarding.
Mapping this entire journey is essential, customers want to be heard and demand that the company integrates and delivers reliably.
Identify needs and desires
To identify customer needs and wants, it is important to understand what a good relationship means from their point of view. Providing excellent service is about creating a positive and memorable experience for each customer, so that your business is seen as an organization that is easy, pleasant and simple to do business with.
Therefore, it is essential to identify needs: “What does my client need?”
The advice here is: this should be the obvious . Most of the time, it corresponds to the product/service you offer.
Next, identify desires that are less obvious, but also related to needs (you must pay attention to the details to identify them).
For example, a customer needs to buy a car, but wants status. When you are sensitive to their individual needs, while creating a strategy or solving a problem, you are showing empathy and ensuring they get the best possible experience .
Security: you are your company
Customers expect you to know all the features, advantages and benefits of any product your company offers.
The consumer is convinced that your knowledge of the area in which you work goes beyond your specific functions. That is, the salesperson must know after-sales service, the successful analyst must understand the products, among others .
Customers expect you to listen, understand, and say something about the need presented.
To convey confidence, it is necessary to ask customers relevant questions that help better convey information and help them cooperate so that your company helps the user achieve the expected results.
Problem solving is also about building confidence: When things go wrong—we know it happens and it's normal—the expectation is that you'll not only help solve it, but you'll solve it quickly!
Never show that you don't want to be bothered, that you don't care and that you don't know anything. Remember: you are your company!
Personalization during customer relations
It is essential to know your customers well in order to understand their needs and preferences. Only then will it be possible to offer something designed to understand, personalize, satisfy and delight consumers.
When you know exactly who your ideal customer is , you also discover who you are not—and that makes the relationship easier. But what is personalization, really?
To start, we need to speak the same language as the customer, offer empathetic service and create a profile of them.
For example, when speaking with a more analytical client, communication must occur objectively and with the presentation of facts and data . To serve a more sensitive client, it is necessary to work with intuition, imagination, creativity and attention to the sensations that are generated at each stage of the relationship.
Sense of opportunity
"A rose given at the right time is more valuable than an expensive gift delivered late" - Jim Rohn.
Never waste time when it comes to customer demand. Proactively resolve their requests. Always think about customer success and satisfaction.
Only in this way is it possible to improve the experience and not just facilitate interactions. The golden rule here is: work with exceptions, not rules .
Customer Experience — a mix that combines intelligence, people, technology and investments to plan, implement and control initiatives that will delight and deliver unique and differentiated experiences to customers — is increasingly on the market.
After all, consumers are an essential part of a brand and need to be overseas chinese in uk data nurtured to remain rationally and emotionally connected to the products and services you offer.
In this article, you will have a complete guide on Customer Experience Onboarding divided into the following topics:
What is the relationship between Onboarding and Customer Experience?
What does the client value most in initial contacts?
How to generate value for customers immediately?
What are the main points to be considered in connections?
Golden Rules of Customer Experience Onboarding
Dive into every detail on the topic with this material!
What is the relationship between Onboarding and Customer Experience?
Understanding that customers have emotions and are not just numbers is the most essential part of building a Customer Experience strategy.
Even today, many companies are focused on their tasks and are unable to put themselves in the shoes of their customers when designing their products, services or even rethinking the personalized and empathetic service that buyers would like to have.
Transforming a business model into a Customer Centric one is a project that must be worked on during the first contacts with the client, that is, already in Onboarding .
In SaaS companies, Customer Experience is often confused with User Experience , but this is not the case. UX aims to plan the customer's experience with the product.
CX brings a much more comprehensive proposal, which involves the structuring of all channels (remote or in-person), customer contact points, and measures to optimize the experience based on the Customer Journey.
Onboarding and CX aim to ensure that customers are prepared to generate results and see your company as a valuable strategic partner that prioritizes positive experience in the relationship.
In addition, of course, to make an excellent first impression on the client, collect the necessary information in the best way and educate him on how it is possible to extract the benefits of the purchased service.
After the sale, there is a very important moment in the customer-company relationship, which is when the buyer will differentiate between the purchase of a service or material asset and an experience.
The foundation of Customer Experience Onboarding should always be to connect the brand's value proposition with customer expectations.
What does the client value most in initial contacts?
Emotional connections
Emotional connections are at the top of the list when it comes to Customer Experience. Nowadays, it is important to be conscious of how you speak and what you say to the customer.
The best consumer experiences will undoubtedly happen when emotional connections are created between the consumer and the brand .
Remember that emotions shape attitudes and ultimately drive decisions. Therefore, to deliver the best Customer Experience Onboarding, be prepared to:
relate by demonstrating friendship and camaraderie, creating rapport (with effective communication and without excesses);
transform the purchase of your product or service into a moment of self-realization;
Treat your client with importance, attention, without forgetting the simplicity of the service;
keep all promises to ensure privacy of information. After all, connection builds trust and openness. Appreciate it!
Rational connections
Rational connections cannot be overlooked in Customer Experience. In the end, it is not all about relationships and it is essential to know if you are really providing a good experience with results to your customer.
Therefore consider:
Expand the technical knowledge of the entire customer-facing team;
be attentive to feedback that improves the performance of your product or service;
offer all the necessary support with agility and technology;
be agile in problem solving;
delivered a lot, but delivered with quality. Always!
How to generate value for customers immediately?
Quality service means exceeding customer expectations and paying attention to detail. We no longer have attention, we have a relationship!
Many brands delight their customers from time to time. However, some of them do much more than expected: they relate in a humanized way, solve problems and, in doing so, earn gratitude and customer loyalty.
When implementing Customer Experience Onboarding, it is essential to exceed customer expectations and it is always necessary to consider the experience from their point of view.
The book " Be Our Guest " says, "When the experience is consistent, uninterrupted and high quality, guests return . "
But how do you do that in SaaS companies?
It's no different from traditional businesses. Leonard Berry, a researcher at Texas A&M University, conducted a survey showing that customers evaluate service quality based on five factors, CESAR:
reliability: the ability to reliably and accurately deliver what is promised;
empathy: the degree of individual care and attention you show to customers;
Confidence : knowledge of the cause, the business and your ability to convey ideas with sincerity and competence;
appearance – everything related to the presentation (even if it is online);
answer : the goodwill shown when helping customers.
What are the main points to be considered in connections?
Customer Journey Mapping
The first step is to manage the customer experience during all contact moments, that is, to constantly monitor the entire Customer Journey . The customer experience is cumulative and should include the stages before, during and after the purchase.
Mapping the "customer journey", as it is literally translated into Spanish, generates benefits for both the company and the consumer , since it allows us to know the profile of each client and identify, for example, the preferred form of communication for them, the contact channel, the ways of approaching them and what was agreed with the sales team.
Another important point is that with this support, during the post-sale, it is possible to identify the critical points and emotions that customers are feeling , improving the points that were not worked on in the initial contacts and improving the Customer Experience in Onboarding.
Mapping this entire journey is essential, customers want to be heard and demand that the company integrates and delivers reliably.
Identify needs and desires
To identify customer needs and wants, it is important to understand what a good relationship means from their point of view. Providing excellent service is about creating a positive and memorable experience for each customer, so that your business is seen as an organization that is easy, pleasant and simple to do business with.
Therefore, it is essential to identify needs: “What does my client need?”
The advice here is: this should be the obvious . Most of the time, it corresponds to the product/service you offer.
Next, identify desires that are less obvious, but also related to needs (you must pay attention to the details to identify them).
For example, a customer needs to buy a car, but wants status. When you are sensitive to their individual needs, while creating a strategy or solving a problem, you are showing empathy and ensuring they get the best possible experience .
Security: you are your company
Customers expect you to know all the features, advantages and benefits of any product your company offers.
The consumer is convinced that your knowledge of the area in which you work goes beyond your specific functions. That is, the salesperson must know after-sales service, the successful analyst must understand the products, among others .
Customers expect you to listen, understand, and say something about the need presented.
To convey confidence, it is necessary to ask customers relevant questions that help better convey information and help them cooperate so that your company helps the user achieve the expected results.
Problem solving is also about building confidence: When things go wrong—we know it happens and it's normal—the expectation is that you'll not only help solve it, but you'll solve it quickly!
Never show that you don't want to be bothered, that you don't care and that you don't know anything. Remember: you are your company!
Personalization during customer relations
It is essential to know your customers well in order to understand their needs and preferences. Only then will it be possible to offer something designed to understand, personalize, satisfy and delight consumers.
When you know exactly who your ideal customer is , you also discover who you are not—and that makes the relationship easier. But what is personalization, really?
To start, we need to speak the same language as the customer, offer empathetic service and create a profile of them.
For example, when speaking with a more analytical client, communication must occur objectively and with the presentation of facts and data . To serve a more sensitive client, it is necessary to work with intuition, imagination, creativity and attention to the sensations that are generated at each stage of the relationship.
Sense of opportunity
"A rose given at the right time is more valuable than an expensive gift delivered late" - Jim Rohn.
Never waste time when it comes to customer demand. Proactively resolve their requests. Always think about customer success and satisfaction.
Only in this way is it possible to improve the experience and not just facilitate interactions. The golden rule here is: work with exceptions, not rules .