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📋 The Art of Long Term Onboarding

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Onboarding isn’t a one and done process like implementation. In fact, I believe that onboarding is a continuous strategy that begins when a community is launched and when new members join, but continues as customers and clients move through their customer journey. Having a well-thought-out strategy from the first visit through the last will help ensure your members are engaging and seeing the value of their community space.

Identifying Personas

What are the various personas you might see in your customer base (and that can be identified within the community)? o Prospective customers
- New to product
- Partners
- At-risk
- Product specific users
- Adoption phase
- Mature users
- Renewal phase
- Advocates
- Industry
- Role

Behaviors and Interests

Take each persona and identify behaviors that are needed to move throughout the continuum
Identify the information and interests that would be important to that specific group

Community Alignment

Take a look at each area of your community and determine where personalization will be needed o Landing page
- KBs
- Categories

What widgets would help you surface information and opportunities for each group?

CTAs
- New to product
  - FAQs
  - Ideation opportunities
  - Roadmaps

Role
- Role specific articles
- Role specific Q&A category

Advocates
- Opportunities to contribute
- Events

Leader boards
- Overall leaders to identify top voices
- Category specific to segment leaders by area
- Staff to help drive internal adoption and engagement

Categories
- Prospect area
  - Information and conversations for potential customers
- Advocates
  - Closed area for conversations amongst your super-users
  - Meeting notes and recordings
  - Information to help drive high level engagement

By taking a look at the needs of each group individually you can create a very personalized journey that allows your customers to find relevant information quickly and efficiently.

This level of personalization is part of the ever-evolving onboarding process that your customers need to move into each stage of their journey. Your community is able to help you tailor the experience in a way that feels seamless, minimizes frustrations and friction, and guides your customers through the journey from initial interactions through renewals.