Simple and non-scientific algorithm to assess how joyful your customer onboarding calls are…tally your results and comment below! (max_points=24)
During onboarding calls, your customer thinks:
1) ✅ Seems like you know what you’re doing. I like that. (+1 point)
2) ✅ Your team is strong. I’m happy for them to support me. (+1 point)
3) ✅ Wow. You’re really listening. (+2 points)
4) ✅ OK…I’m starting to imagine something here. (+2 points)
5) ✅ I’m getting more and more excited about what we might build together. (+2 points)
6) ✅ This project…this sounds like a good project and not just me but my engineering lead, my CMO, my office manager, and gosh at least 5 others I can see working well with you. (+3 points)
7) ✅ Hm..well I see this’ll require some time and effort. But it’s clearly worth it. So I’m rolling up the ol shirt sleeves and will get my team to rally too. (+3 points)
8) ✅ I see the financial opportunity. I *think* I understood it before. But now I really see it. I am certain I can explain the value to my team, partners, customers, and investors…they all need to know. (+5 points)
9) ✅ I also understand the time and resource commitment to get this done the right way compared to other opportunities at the company, and it is clearly the right priority. (+5 points)
Scoring rubric:
< 10 most of the time? Tag-team your next onboarding calls and keep roleplaying w/ your teammates and manager 🙇♂️
10..19 reliably? You’re getting it. It’s working. Keep it up 🏋️
19..24 almost always? You’re a joy machine 🤩 . You understand your customers, and they notice and appreciate.
#customersuccess #customerexperience #customerjoy
—
If you found this post useful, you might also enjoy this one: Manage Due Diligence on Your Terms the Right Way
I’m on Twitter @austinogilvie and LinkedIn /in/austinogilvie
Learn how Thoropass streamlines digital compliance: https://thoropass.com