"People buy products and services to get a job done,” Clay Christensen. People hire tools, products, and services to accomplish something, to do a job. Jobs are consistent over time and technology agnostic, like listening to music. I learned from Jim Kalbach, author of The Jobs to be Done Playbook, that while the technology for listening to music has changed dramatically over the years, the job remains the same. So, focus on the jobs and not the product features and functions to humanize how you onboard and enable customers. Dive deeper: Watch my webinar with Gainsight on humanizing learning content. And let me know how I can help you. Jobs have nothing to do with your Product | Customer Onboarding Expert #customeronboarding #products #services

How can I be more valuable to you? I learned this simple question from Chris Voss. I just finished taking the Masterclass course, The Art of Negotiation, which I highly recommend. When we make an ask, we are often seen as selfish. Chris recommends turning the lens on the customer and being curious. This can be a game changer because now we are partners in success. To dive deeper, read Chris Voss's book, Never Split the Difference. It's one of my favorite books. And let me know how I can provide more value to you. How can I be More Valuable to you | Customer Onboarding Expert #customeronboarding #masterclass #customersuccess

Here are three frogs on a log. One of the decides to jump off the log into the pond. How many frogs are on the log? See answer at the bottom of this post Most companies neglect the change management component of customer onboarding. The six stages of change include: 👉 Acceptance 👉 Belief 👉 Decision 👉 Action 👉 Results 👉 Trust There’s a journey from acceptance and belief during the Buyer Journey, to action, results, and trust in the Customer Journey. How are you guiding your customers through each of these critical stages to ensure their reliance on your solution? To dive deeper, read my friend and colleague, customer success expert @Greg Dane's article, Behavior Drives Results. And let me know how I can help you. Answer: There are three frogs on the log. One only made the decision to jump. A decision without action is nothing. 🌎 https://www.gregdaines.com/post/behavior-drives-results This Six Stages of Change | Customer Onboarding Expert #customerjourney #customersuccess #customeronboarding

Everyone has a sign on their head that says, "Make me feel important." I learned this from record executive, Simon Cowell. Since success is a team effort, connecting with everyone you engage with, from the buyer to the executives and their assistants, the project team and the end users, is crucial. Take an interest in every person. Sincere interest is striking simply because it’s unusual. Dive deeper: Listen to the interview with Simon Cowell in the podcast, The Diary of a CEO. While the podcast is over two hours long, Simon talks about this at about 7 minutes 50 seconds in. 🌎 https://bit.ly/46y4k08 And let me know how I can help you connect with your customers. #customeronboarding #customerconnection #customersuccess

Steve Jobs famously said, “One of the things I've always found is that you've got to start with the customer experience, and work backwards to the technology. You can't start with the technology and try to figure out where you're going to try to sell it.” When moving from silos to swim lanes you have to start with the customer experience and then determine how are all your customer facing teams are going to work together. Make time to learn what your customers want and need, because you must deliver an experience and value that is measurable and meaningful and appreciated by your customers Reach out to learn about the challenges and priorities of other teams Explore ways to turn the lens on the customer together Create swim lanes where everyone knows their part To dive deeper, read my article, Who thinks your customer centric? You or your customer? And let me know how I can help you. 🔗 https://bit.ly/4eT0wux From Silos to Swim Lanes (Part 2) | Customer Onboarding Expert #customersuccess #customeronboarding #customerexperience

When working with high growth companies, I find it critical to bring teams together. Stakeholders from teams like Marketing, Sales, Support, Customer Education, and Product; as well as Customer Success and Onboarding teams come together to define and design a customer centric approach. Teams often declare: "It's so great to hear what other teams are working on.” "It's really important to learn the priorities and challenges across the business.” "It's great to come together to solve the problems and to see the connectivity.” "It's good to have the right people talking and working together." It’s not about creating a better onboarding approach or focusing on customer success. It's about breaking down those silos and coming together with a maniacal focus on the customer. To dive deeper, read my article, Who thinks your customer-centric? You or your customer? And let me know how I can help you. 🔗 https://bit.ly/4eT0wux From Silos to Swim Lanes (Part 1) | Customer Onboarding Expert #customersuccess #customeronboarding #companiesgrowth

What are your secrets for leveraging generative AI like chat GPT? I learned from a women's authors group I'm in that helps to say “please” and "thank you." Asking questions in a friendly and relaxed manner is key, but you don’t have to go overboard. Secrets to using ChatGPT | Customer Onboarding Expert #chatgpt #chatgptsecrests #generativeai

At the beginning of the pandemic, I signed up for an online yoga class platform. I spent so much time scrolling options that I missed my workout window. As a result, I obtained no value from the service and quickly churned. Maybe you do the same thing scrolling through trailers for shows to watch on Netflix. Stop wasting your customers’ time. Rather than throwing a lot of information and options at your customers, provide a curated experience that gets them to meaningful value quickly. I love working out with Apple Fitness+ because they deliver new videos every week. I quickly filter and find just what I want and need for that day’s workout. Dive deeper: Read my articles on content jungles. Curate Content Like a Pro: Get Your Customers to Value Faster | Customer Onboarding Expert #CurateContent #customeronboarding #customersuccess

“Just because you can do something doesn't mean you should.” I read this from my colleague and friend @Robbie Kellman Baxter, author of The Forever Transaction and the Membership Economy. Robbie specializes in subscription businesses and warns that short-term tactics can lead to long-term losses. I’m working with a couple of companies that just bought themselves a lot of churn, as @Greg Daines says. Giveaways and discounts can feel like great approaches to increase sales but have long-term churn consequences. To dive deeper, read Robbie's books and Greg Daines article on Buying Churn. Let me know how I can help you. Short Term Tactics = Churn Monster? | Customer Onboarding Expert #customersuccess #customerengagement #businesstactics