Learning Paths

Customer onboarding and growth

Learn how to improve how you use digital communications to welcome new customers and encourage ongoing usage, and purchase, of these services

Module purpose

Do you know the concept of ‘Post-purchase dissonance’ – more commonly known as buyers’ remorse – when there is a feeling of regret after a purchase? It tends to be more pronounced after purchasing significant, expensive items which can’t be readily exchanged.

After purchase, a customer onboarding programme can help the customer feel more confident about their purchase by explaining how to enjoy or use the product and giving a sense of belonging in a community.

This is an all-important first step in developing customer satisfaction and loyalty.

Module structure

  • Objectives
  • Online customer onboarding
  • The aim of onboarding
  • Improving customer onboarding
  • Summary

Learning objectives

  • Explain how to use online channels for welcoming new customers to showcase brand and product value and provide a good experience when they start using a new product or service
  • Improve how to use digital communications to encourage loyalty and advocacy building on initial onboarding

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This module is in the Social Media Marketing Learning Path

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