Why Customer Onboarding is the Most Crucial Part of Your Growth Strategy

Main highlights:

  • It is important to focus on onboarding because it is the biggest driver for retention, and good retention drives advocacy and acquisition.
  • You should optimize the key action a users takes to reach a meaningful experience and the designated frequency the user will take that action.

Example : how Pinterest measures retention?

Key actions: saving pins

Offline analog: magazines

Designated frequency: Monthly (at first)

  • Creating the habit – work backwards to the “Aha moment” and the “setup moment”
  • Who works on onboarding – a crossfunctional team
  • How do you improve the onboarding? people (users) and metrics

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