- Magnetic Marketing
- Customer Onboarding 101
Customer Onboarding 101
Retain more customers with my 3E framework.
Welcome to the 43rd issue of Magnetic Marketing. The newsletter that fiiiiiiinally showed up to class after ruining their perfect attendance record yesterday.
(Seriously, apologies for being a day late with the newsletter. I couldn't keep up with everything this week. New perfect attendance streak starts today!)
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📧 Would this be helpful?
Before we dive into today's newsletter, I wanted to give you all a sneak preview of something I'm thinking of building.
It'll be a 60-minute self-paced video course on acquiring more customers with an automated email welcome series.
This topic is the foundation of my 4-day live cohort course that sells for $949.
But the thing is... I know this price range isn't in everybody's budget (even though students easily get a minimum 10x ROI from it).
SO, I want to build a more affordable crash course that delivers 100x value for you.
Here's the outline of the crash course:
The listed price will be $149, but you already know I will be hooking up all Magnetic Marketing subscribers with a monster 50% discount for the product launch (bringing the total to $74).
I'm not joking when I say I want to deliver 100x value for you all. The welcome series is the most important email marketing flow you can set up. Most of your businesses probably make $74 on 1 or 2 orders — meaning you'll see a positive ROI from this course within hours of applying what you learned.
If you're interested in claiming the 50% discount, just click the button below, and I'll add you to the waitlist (because it won't be available forever).
🧲 Today's Marketing Breakdown:
Since you'll be bringing in tons of new customers with my crash course, let's talk about how you can go about retaining them :)
Customer onboarding can be broken down into 3 key principles with my 3E framework:
🧲 (1) Education:
If you want your customers to stick around, you must teach them how to get the most out of your product or service.
Last year at Beard Club, we saw an 11% uplift in month 1 retention by revamping our customer onboarding flow to be more focused on product education. We send 15 emails over the first 30 days, teaching them the ins and outs of the product and how they work together to help grow your beard.
It starts by putting yourself in your customer's shoes.
Ask yourself the questions that would be going through your head if you were first starting (better yet, ask actual customers!).
A layup for finding great customer onboarding content is digging through your FAQs and customer support tickets. Chances are that customers are begging for information about your product that should be in your customer onboarding emails.
At the end of day, you know your customer and your product better than anybody else — show that in your customer onboarding emails.
🧲 (2) Expectations:
Customers will not come back to purchase for a second time because your product did not meet the value they were expecting for the price they paid.
It's as simple as that.
So how do you combat that?
You set expectations every step of the way. Whatever you're promising before the first purchase, ensure you're delivering 10x that after the purchase.
"You should start to notice these [results]...."
"It will take [time period] to start seeing results..."
"This is how you will know if you're on the right track..."
"Joe stuck with it and saw results. Here's what he had to say: [testimonial]"
Make them feel like they are constantly making progress. And if you're struggling with that, find other ways to provide value:
Tips and tricks
🧲 (3) Empowerment:
Retention marketer goals: make all customers feel as good as Jim Carrey in that Bruce Almighty gif above.
This is going to sound corny, but if you want your customers to stick around, you have to make them feel like they are in control of their destiny.
How do you do this? By reassuring them — they've made the right choice to go with you.
Highlight success stories
Emphasize the benefits they are receiving
Show them how they're a better version of themselves with your product
Don't be shy. Gas 'em up.
People like to buy from companies that make them feel good.
That's all from me this week!
If you enjoyed it, please forward this email along to your marketing friends so we can keep growing the community :)
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