Module 6 of 8

Customer Onboarding Process

Step-by-step guide to onboarding new customers successfully.

⏱ 15 min ○ Not completed

The First 30 Days

Customer onboarding is where retention is won or lost. A customer who sees value in the first 30 days stays for years. A customer who feels confused or unsupported churns within 90 days. Your onboarding process must be systematic, proactive, and focused on delivering visible results quickly.

Onboarding Checklist

Day 1: Welcome and Setup

Send branded welcome email with login credentials and getting started guide
Schedule a 30-minute onboarding call for Day 2-3
Collect business assets: logo, photos, menu/services list, business hours, social media links
Set up their account on the appropriate product (LivingSite, FoodPulse, or ChefMarket)

Day 2-3: Onboarding Call

Walk through the dashboard together (screen share)
Configure initial settings: business info, payment processing, notification preferences
Set up their first campaign or publish their first page
Establish success metrics: "What does success look like for you in 30 days?"

Day 7: First Check-In

Review initial analytics: visitors, engagement, any leads generated
Address any technical issues or confusion
Optimize based on first week of data

Day 14: Value Confirmation

Present ROI report: "Here is what the platform has delivered in two weeks"
Identify optimization opportunities
Ask for a Google review or testimonial if results are positive

Day 30: Success Review

Comprehensive performance review
Discuss expansion opportunities (additional products, upgrades)
Ask for referrals: "Who else do you know who could benefit?"
Transition to monthly check-in cadence

Retention Insight

Partners who do a Day 7 check-in have 3x higher customer retention at 12 months compared to partners who wait until customers reach out with problems. Be proactive.

After Onboarding: Ongoing Support

Monthly performance email with key metrics
Quarterly business review call (15-20 minutes)
Proactive outreach when you see engagement dropping
Share relevant product updates and new features

Key Takeaways

First 30 days determine long-term retention
Follow the 5-touch onboarding cadence: Day 1, Day 2-3, Day 7, Day 14, Day 30
Always establish measurable success metrics on the onboarding call
Day 7 check-in is the single most important retention action
Ask for referrals at the Day 30 success review

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