Why is onboarding and training important for new technologies like VR for rehab
Written by: Drew Stover
Customer Onboarding Builds Positive First Impressions
When it comes to new customer relationships, first impressions are everything. A positive early experience can have a lasting impact on customer retention and play a vital role in building strong and enduring relationships.
Consider this scenario: a customer eagerly signs up for your new product or service. However, during the initial phase, they encounter a convoluted setup process, confusing instructions, or unresponsive support that causes your buyer to feel annoyed and frustrated. Already they are questioning whether they made the right decision.
This is why a seamless and engaging onboarding experience plays a crucial role in building trust and rapport with new customers. Businesses that commit to customer success strive to foster confidence and loyalty from the start. Not only is there a commitment to strong communication and execution, but the best companies also establish a “listening post,” like a post-onboarding survey, to collect valuable feedback, identify pain points, and refine onboarding strategies. This dedication to continuous improvement ensures that the customer onboarding and implementation phase only gets better over time.
Customer Onboarding Accelerates Time-To-Value
Time-to-Value (TTV) is an important measure of how quickly customers start benefiting from a product or service after their initial interaction with a company. It shows the time it takes for customers to experience real value or see the benefits promised. Customer onboarding can speed up TTV by simplifying the product setup and ensuring a smooth transition from when customers first come on board to when they start realizing value. It involves guiding customers through the necessary steps and providing them with resources, training, and support to use the product effectively.
A well-executed onboarding process simplifies things, reduces obstacles, and empowers customers to make the most of the product. By speeding up TTV, businesses can increase customer satisfaction and establish a strong foundation for long-term success.
Customer Onboarding Maximizes Product Adoption And Utilization
Effective onboarding is instrumental in ensuring that customers understand and use the product or service efficiently. It goes beyond a mere introduction, offering comprehensive guidance, best practices, and support to empower customers to maximize their purchases.
A smooth onboarding experience boosts customer confidence, leading to greater product adoption. This includes guiding customers through the initial steps and ensuring they understand the product to create a strong foundation for long-term usage. When customers feel supported and well-informed from the start, they have a compelling reason to continue using the product, leading to greater satisfaction and success in the long run.
Customer Onboarding Reduces The Risk Of Churn
Successful onboarding also significantly reduces the likelihood of customer churn. With broad adoption and an accelerated time-to-value, your company is off to a strong start in creating customer advocates or Promoters. Research shows that Promoters are likely to stay longer and buy more, fueling revenue growth.
A well-executed onboarding process increases the potential for account expansion as your champions sing your praises to internal colleagues, setting the stage for up-sell and cross-sell opportunities.
Customer Onboarding Drives Customer Advocacy And Loyalty
A positive onboarding experience can have a transformative effect on customers, turning them into enthusiastic brand advocates. Customers feel valued and supported when they are pleased with their early experience, leading to a deeper connection with the brand. These satisfied customers are highly likely to share their positive experiences with others, generating valuable word-of-mouth marketing. They become advocates who amplify the brand’s reach and influence by recommending the product or service to their friends or colleagues.
Loyal customers are also more likely to engage with the brands they favor by sharing candid feedback, responding to survey requests, and offering valuable opinions on a company’s strategic vision or product roadmap.
Customer Onboarding Positively Impacts Company Reputation & Growth
Word-of-mouth marketing, such as posting positive reviews online, also serves as powerful “social proof.” People trust recommendations from their peers more than any advertising or marketing message. When customers share their positive onboarding experiences, it creates a ripple effect, attracting new customers and expanding the brand’s customer base. This organic form of marketing is highly effective in building credibility and fostering trust.
Satisfied customers who have experienced an excellent onboarding phase are more inclined to refer friends and colleagues to the company. Referrals are highly valuable as they bring in quality leads that are more likely to convert. By reducing the reliance on extensive resources for attracting new leads and converting sales opportunities, businesses can allocate their resources more efficiently, resulting in higher sales close rates and reduced customer acquisition costs (CAC).
Customer Onboarding Reduces Burden On Customer Support Resources
Minimizing customer queries and support tickets are a direct result of a well-designed onboarding process that ensures customers receive the necessary assistance and information they need for success. Customers provided with training and the right resources during onboarding help businesses empower customers to make the most out of the platform on their own, thereby decreasing their dependency on customer support.
At Neuro Rehab VR we offer CEU credits for knowledge based classes and device training
-
-Foundational presentation on the current state of VR and research that shows the benefits of VR in a clinical setting
-The history of VR and how it has evolved
-Benefits of VR
-NRVR device information and examples
-CEU’s available and LinkedIn badge creation
-
-Created for clinicians who will be using the XR Therapy System by NRVR
-Full onboarding process with device training and population examples
-Specifics to the users clinic and populations they work with. Examples with equipment they have and practical usages.
-CEU’s available and LinkedIn badge creation
-CPT code information
-
-Completion of Level 2 (Prerequisite)
-60 minute session of training on advanced usages
-Complete understanding of the XR Therapy System for a variety of patient populations, equipment, and alternative usages.
-Able to train others in your facility on how to use the XR Therapy System
-CEU’s available and LinkedIn badge creation