Tip: Improve retention by referencing new customers' goals in your onboarding process

If new customers aren't always finishing your onboarding process, they may be losing their emotional connection to their goals. Help them get through it by referencing their "why."

Customers purchase your product to achieve a specific goal, and they have an emotional connection to that goal. If you lose sight of this while building the onboarding process, new users may walk away before they get to the good stuff. So take another look at your onboarding. Shift your focus from getting users ready to use your product to getting them ready to achieve their goals. When making requests of them during technical and functional onboarding, mention these goals and let them know exactly how the task will push the needle for them. These little reminders should help to maintain the emotional connection, and get them to the other side of the onboarding process.

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