Glossary
Onboarding
Onboarding is the process of guiding new customers through their first interactions with your business — setting expectations, building habits, and helping them get value quickly to reduce early churn.
Why Onboarding Is Critical
The first 30 days of a customer relationship are the most fragile. Members who build a habit in their first month retain at 3-5x higher rates than those who don't. A strong onboarding process directly impacts long-term retention and lifetime value.
Onboarding Best Practices
- Send an immediate welcome message (within minutes)
- Set clear expectations about what to expect
- Guide them to their first "win" as quickly as possible
- Use a multi-touch sequence over the first 14-30 days
- Check in personally if engagement drops
- Celebrate their first milestone
See these concepts in action
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