Reducing churn with better onboarding

guide

How to reduce customer churn with better onboarding

Avoidable customer churn is costing U.S. businesses $136 billion a year.

Companies today need to execute a flawless onboarding experience for their customers. Not only does a positive onboarding experience ensure that the relationship gets off on the right foot but better customer onboarding can reduce the risk of churn.

According to Donna Weber, consultant and author of the book Onboarding Matters:

“Bringing customers onboard is the most important part of the customer journey. Yet, despite this being so critical, poor onboarding is the main cause of churn. It’s estimated that more than half of customer churn is related to poor customer onboarding and poor customer service.”

Flatfile along with the Customer Success Association brought together an exciting panel discussion dedicated to the ways in which companies can reduce churn through better customer onboarding.

In this guide, we feature the four lessons learned from the recent webinar featuring Donna Weber, consultant and author of Onboarding Matters along with Will Stevenson, Co-Founder and COO of Onboard.io and our very own Ryan DeForest who leads Support Operations and Strategy here at Flatfile.

Cover image of Reducing churn with better onboarding

Our commitment to security

Learn more
  • GDPR logo
  • SOC logo
  • SOC II logo
  • EU-US Privacy Shield logo
  • HIPAA logo
  • Built on secure cloud infrastructure

    Flatfile is built on modern cloud technologies. Partnering with Amazon S3, we provide industry-leading scalability and performance.

  • Built to meet enterprise standards

    Flatfile is SOC 2, HIPAA, and GDPR compliant. We comply with industry regulations and standards to keep data safe.

  • Treating data transfers with care

    With one of the strongest block ciphers available, AES-256, your data is protected both while in transit and once it’s stored.