User Onboarding Best Practices

Salesforce was losing 8% users every month back in 2005. They were growing fast, but bleeding users faster. Their solution? They completely overhauled their onboarding process. The result? They doubled their user base in just one year. This wasn't luck. It was strategy. Here's the thing about customer onboarding that most SaaS companies miss: A customer lost during onboarding is often lost for life. Yet only 37% of users ever reach an "aha moment" in self-serve onboarding without help. That's a massive growth opportunity hiding in plain sight. Four critical insights to fix your onboarding processes. 1 - Segmentation isn't optional, it's crucial SMBs need automation and quick wins. Mid-market requires hybrid approaches. Enterprise demands white-glove service. One size fits none. 2 - Time to Value is everything I watched one tech company slash implementation from 6+ months to 30 days by streamlining onboarding. Another accelerated TTV by 20% and saw corresponding gains in retention. Speed to value = Speed to growth. 3 - What gets measured gets improved Track completion rates (benchmark: 40-60% for B2B SaaS), product adoption, and 30/60/90-day retention. These metrics don't lie about onboarding ROI. 4 - Personalization drives results, even at scale HubSpot's approach of customizing dashboards based on initial surveys significantly improved engagement and conversion. Users don't want an onboarding experience. They want THEIR onboarding experience. The companies winning at this aren't treating onboarding as a checkbox. They see it as a proactive, evolving program that combines technology with human touchpoints. In today's hyper-competitive SaaS landscape, stellar onboarding isn't a nice-to-have—it's essential for sustainable growth. What's your company's approach to customer onboarding? Are you treating it as a strategic growth lever or just another task to complete? Let me know in the comments 👇 __ ♻️ Reshare this post if it can help others! __ ▶️ Want to see more content like this? You should join 2238+ members in the Tidbits WhatsApp Community! 💥 [link in the comments section]

I spent 2 years fixing a bad first impression. In my next job, I got it right. Here’s how you can too: ⭐ When you're starting a new role, small actions can make big waves. Here are 15 subtle habits to nail the first impression in a new job: 1/ Master the "Introduction” ↳ Stand up, make eye contact and give a firm handshake with a genuine smile. 2/ You "Lean-In and Listen" ↳ Tilt head slightly, lean forward 2 inches when others speak - it signals full attention. 3/ Connect the "Idea Dots" ↳ Connect others' contributions: "Building on Tom's point from earlier..." 4/ Use the "Credit Cascade" ↳ Always mention who helped: "Thanks to Sarah's analysis, we found..." 5/ Deploy the "Meeting Master" ↳ Take clear notes, send concise summaries within 2 hours. 6/ Perfect the "Personal Connection Bridge" ↳ Note one personal detail they share, reference it naturally in a later conversation. 7/ Demonstrate the "Triple Nod" ↳ Three slow nods when someone makes an important point - shows a deep understanding. 8/ Master the "Professional Polish" ↳ Dress one level sharper than expected for your role. 9/ Share the "Friday Wins" ↳ Send a Friday email with 5 key learnings/wins from the week. 10/ Practice the "Power Pause" ↳ Wait 2 seconds before responding to show true listening, not just waiting to speak. 11/ Practice the "Prep Loop" ↳ Record yourself practicing presentations, adjust based on playback. 12/ Maintain the "Equal Respect Rule" ↳ Treat the intern and CEO with the same level of attentiveness. 13/ Practice the "Follow-Through" ↳ Note upcoming events people mention, check in after: "How did your presentation go?" 14/ Create an "Anchor Moment" ↳ Share one detail/information to establish common ground and reliability. 15/ Perfect the "Name Weave" ↳ Use their name once in greeting, once in conversation, once in goodbye. Great first impressions don’t happen by accident. They're your choice. Choose wisely. P.S. What’s your top tip to create an unforgettable first impression? — ♻ Repost this to help your network nail their first impressions. ➕ Follow me (Will McTighe) for more like this.

You don’t build loyalty through rewards—you reward customers for already being loyal. Big difference. Loyalty programs are primarily designed for customers who have already demonstrated consistent engagement and loyalty to your brand. The goal isn’t to create loyalty through rewards, but to recognize and strengthen it. By offering rewards, perks, and recognition, you can maximize their lifetime value, whether by increasing purchase frequency, boosting basket size, or encouraging referrals. Tactics like tiered rewards, exclusive access, and personalized incentives help reinforce their commitment and make them feel valued. 𝗦𝗲𝗰𝗼𝗻𝗱𝗮𝗿𝘆 𝗙𝗼𝗰𝘂𝘀:  For customers with the potential to become loyal, the strategy shifts. These customers have shown higher engagement but haven't fully crossed into the loyal customer category. To convert them, 𝗽𝗲𝗿𝘀𝗼𝗻𝗮𝗹𝗶𝘇𝗮𝘁𝗶𝗼𝗻 is key. Tailor rewards based on their behaviors and preferences to create a sense of exclusivity and recognition. It’s also crucial to stay top of mind through strategic touchpoints—whether via targeted email campaigns, loyalty app notifications, or personalized offers that speak directly to their interests. Offering a path to higher-tier rewards as they engage more frequently can further motivate them to commit to your brand long-term. 𝗖𝗮𝘀𝘂𝗮𝗹 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀:  Casual customers require a different approach. They won’t become loyal overnight, and the objective here is gradual nurturing. For this segment, it's all about increasing touchpoints and staying relevant. Broader offers, such as discounts, time-sensitive promotions, or entry-level rewards, help keep them engaged without overwhelming them. The goal is to activate them periodically, ensuring they interact with your brand from time to time. By keeping consistent offers flowing, you maintain visibility, and over time, some of these casual customers may transition into the potential loyal customer segment. ----- Ultimately, loyalty is about retention, not conversion. The focus is on maintaining a strong relationship with those who already support your brand and steadily nurturing others to deepen their commitment over time.

Last week, I posted my most viral post ever on how to set better goals. This weekend, I used the technique myself. Here is what I learned. The method comes from Los Angeles Dodgers superstar Shohei Ohtani and was recently featured in a Harvard Business School case study by Frances Frei. It looks simple. It also looks beautiful. The four steps are: (1) Define your main goal. (2) Write that goal in the center of a 9×9 grid. (3) Identify eight supporting goals and place them around the center. (4) For each supporting goal, list eight specific behaviors you can practice consistently. On paper, this feels almost too easy. In practice, I don't think it is. When I filled out my grid, the hardest part was not coming up with actions. The hardest part was deciding what I actually want and what I am willing to trade off. --- A few things surprised me. --- First, the “main goal” matters more than I expected. My take is that it should be ambitious but realistic within the next decade. Not too concrete, like “publish paper XYZ.” Not too abstract, like “be a good human being.” The sweet spot is a medium-term direction that can be translated into tangible subgoals. --- Second, the grid forces you to confront overlap and misalignment. Some behaviors supported multiple supporting goals at once. That felt great because it creates leverage. But I also noticed something else: I have goals that matter to me that do not directly serve the main goal. That is also fine. Not everything has to be instrumental. Some things are worth doing because they make life better. --- Third, I realized I am not pursuing just one main goal. I am pursuing several. And sometimes they conflict. That is where the grid becomes less of a productivity tool and more of a self-reflection tool. It can make your competing commitments more visible. --- Fourth, not every supporting goal and not every specific behavior is equally important for the main goal. It feels a bit superfluous to even say this, but of course I can practice as much yoga as I want and it still probably will not matter too much for my academic career. But if I bring several projects to the finish line (100%) rather than just close to it (80%), this will likely have a much stronger impact on my main goal. And still, even the goals that may feel less important at first are still important for achieving the goal. If all I do all day long is "work on one project at a time" and not do anything else, I will soon give up on my main goal altogether and pursue a different career. --- No goal-setting technique is perfect, and my grid is definitely not perfect. Still, I walked away with this feeling: If I make just a little progress on most tiles in this grid over the next few years, I will move meaningfully closer to my main goal of becoming a professor. And that makes the exercise worth it. Have you tried the grid yet? What does yours look like?

Most HR teams think their onboarding is solid. → Laptop ready. → Paperwork completed. → First day meet and greet? Check. But here is the truth we see behind the curtain: Most teams skip the parts that matter most for long-term success. Here are two steps most teams forget during onboarding and what to do instead. 1. 𝗖𝘂𝗹𝘁𝘂𝗿𝗲 𝗰𝗹𝗮𝗿𝗶𝘁𝘆 𝘁𝗵𝗮𝘁 𝗴𝗼𝗲𝘀 𝗯𝗲𝘆𝗼𝗻𝗱 𝘁𝗵𝗲 𝗵𝗮𝗻𝗱𝗯𝗼𝗼𝗸 Telling someone your values is easy. Showing them how the team 𝘳𝘦𝘢𝘭𝘭𝘺 works is the magic. New hires do not struggle with the handbook. They struggle with the unwritten rules. Give them real language instead of vague gestures. For example, instead of asking… "Do you use Slack?" Try saying… "Our team lives in Slack during business hours. We expect same day responses for most messages and a quicker reply if it is from your manager or during core hours." Other examples to spell out clearly: • How often leaders drop in for updates • When cameras are expected on • How people give feedback • When it is okay to block focus time • Preferred communication style (short pings or detailed notes) And pair them with a culture buddy. Someone who can answer real questions like "Is it normal to send a calendar note before messaging the VP?" That saves so much social anxiety and avoids awkward first month missteps. 2. 𝗥𝗼𝗹𝗲 𝗰𝗹𝗮𝗿𝗶𝘁𝘆 𝗮𝗻𝗱 𝗺𝗲𝗮𝗻𝗶𝗻𝗴𝗳𝘂𝗹 𝗲𝗮𝗿𝗹𝘆 𝗰𝗵𝗲𝗰𝗸𝗽𝗼𝗶𝗻𝘁𝘀 A job title is not direction. People want to know exactly how to succeed. → Get specific. → Paint the picture. Instead of saying… "You will lead onboarding." Try… "In your first 30 days, you will run onboarding for three new hires. Success looks like zero missed system access steps, plus a feedback survey score of 4.5 or higher." Then schedule a 30 day check in. Not to judge. To support. Ask questions like: "What has been clear so far?" "What has been confusing?" "Where do you need resources or examples?" And tell them one thing they are doing well. Everyone needs a confidence anchor early. Strong onboarding is not fancy. It is clear, human, and consistent. Which onboarding detail made the biggest difference for you in a new role? If this sparked ideas, share it with another HR pro building better onboarding. #OnboardingTips #HRLeadership #PeopleFirst ♻️ I appreciate 𝘦𝘷𝘦𝘳𝘺 repost. 𝗪𝗮𝗻𝘁 𝗺𝗼𝗿𝗲 𝗛𝗥 𝗶𝗻𝘀𝗶𝗴𝗵𝘁𝘀? Click the "𝗩𝗶𝗲𝘄 𝗺𝘆 𝗡𝗲𝘄𝘀𝗹𝗲𝘁𝘁𝗲𝗿" link below my name for weekly tips to elevate your career!

Yesterday I took the entire revenue team (sales, cs, marketing) off the floor for out for a very specific training. Goal Setting. Yep. The entire org for over 60 min together learning how to set and achieve goals. I do this 2x a year with my teams. Why? Because most people never accomplish their goals because they never actually set them and never actually create a plan to achieve them. I've gotten pretty dang good at setting goals. I've gotten pretty dang good at achieving goals. It makes life so much more fun. So here are the key concepts I teach in goal settting. 1. Set a goal in each of the 5 buckets. Self. Health. Wealth. Proffessional. Experience. 2. Identify the Keystone Goal - Which goal if achieved will have the biggest impact on all the rest. 3. Who do you need to BE in order to achieve this goal - How would this person act, work, communicate, behave, etc 4. What do you need to BELIEVE to achieve this goal - this combined with number 3 is where we create our affirmations. 5. Why do you want this goal - aka what will change in your world when you achieve it - If nothing changes... nothing changes. 6. What are you done dealing with now/whats the negative of NOT achieving your goal - Having a negative is important when things get hard. 7. Why you Why Now - Why are you capable of achieving this goal, what traits, resources, etc do you have that allow you to believe you can do this. 8. What are your 3x3s - 3 things daily, weekly, and monthly that if done will give you your best shot at achieving - Example - Put workout clothes out the night before with the alarm across the room - that would be a good daily for health 9. Make it visual - Vision boards (we will be doing this in a couple weeks as a team) - but also visualize it each morning, each evening, not just the accomplishing of the goal, but the process to achieve it. 10. Accountability - Share it with people that not only want to see you win, but also with people that won't allow you to lose/will hold you to the fire. --- All written out by each individual and then my challenge to them is to read it every morning and every night for 60 days. Watch what happens when you do. A team that sets goals together, wins together. I can't wait to see so many of theirs goals, so many of their affirmations, and so many of their achievements. This is going to be good ya'll. Just wait and see. PS - this is one of the most popular modules in the Sales Leadership Accelerator in fact it's unlocked right out the gate for all members. PPS - I'll be doing this workshop at Pavilion GTM in a few weeks as well here in Austin. Lets set and smash some goals ya'll!

📣 Stop sending discounts to loyal customers who aren’t discount shoppers. Instead, create value and offer exclusivity: Give them first access to new product launches. Build a sense of community by asking for their input on new product development. Educate and inspire with helpful tips, stories, and content. Share behind-the-scenes moments and introduce them to your brand’s founders. If you have physical stores or pop-ups, invite them to exclusive events. What do your favorite brands do to create value and make you feel part of their exclusive club, without relying on discounts?

I didn’t win my first users with features. I won them with trust. Here’s how I built it. ✅ I don’t start with a pitch. I ask questions. “What’s your biggest struggle with content right now?” “What have you tried that didn’t work?” This helps me understand their world—before I even mention my product. ✅ I treat early users as collaborators, not just customers. Their feedback is gold. They tell me what’s confusing, what’s useful, and what’s missing. They help shape the product roadmap more than any spec sheet. ✅ I follow up personally. After someone uses the tool, I check in. “Was it smooth? Where did you get stuck? What would make it 10x easier?” These small touchpoints go a long way in building long-term trust. ✅ I’m transparent about what’s ready and what’s coming. I never overpromise. Instead, I say: “That feature isn’t ready yet, but we’re working on it—and I’d love your input.” In a world of automation, early-stage trust is still built one human at a time. If you’re building something new, don’t wait for perfection. Start conversations. You’ll build something better, and more importantly, you’ll build belief.

Many of us have recently returned from holidays. Some stayed in hotels or Airbnbs, while others had the privilege of staying with family or friends. As recipients of their hospitality—or as hosts ourselves—it’s hard not to notice the effort and thought that goes into making someone feel welcomed and comfortable in a home. This got me thinking: we spend so much time and energy ensuring our guests feel cared for at home, but do we bring the same care and attention to welcoming new members at work? Often, we focus on the logistical side of onboarding. While these are important, they’re only one part of the experience. What about the human side of onboarding? The part where someone new feels 𝘀𝗲𝗲𝗻, 𝘃𝗮𝗹𝘂𝗲𝗱, and 𝘁𝗿𝘂𝗹𝘆 𝘄𝗲𝗹𝗰𝗼𝗺𝗲𝗱? Here are 𝘁𝗵𝗿𝗲𝗲 𝗹𝗲𝘀𝘀𝗼𝗻𝘀 from hosting at home that we can apply to welcoming new colleagues: 𝟭. 𝗦𝘁𝗮𝗿𝘁 𝘄𝗶𝘁𝗵 𝗮 𝗪𝗮𝗿𝗺 𝗪𝗲𝗹𝗰𝗼𝗺𝗲 First impressions are crucial. Consider creating a personalised "welcome pack" that goes beyond the basics. Perhaps, gather handwritten welcome notes from each team member. This collective gesture shows that the entire team is excited about their arrival. Additionally, if from outside of Singapore, include a packet of tissues with a note to explain why—a nod to the local Singapore custom of using tissues to "chope" (reserve) seats at hawker centers in Singapore. 😅 This not only introduces them to local culture but also adds a touch of humor and warmth. 𝟮. 𝗔𝗻𝘁𝗶𝗰𝗶𝗽𝗮𝘁𝗲 𝗧𝗵𝗲𝗶𝗿 𝗡𝗲𝗲𝗱𝘀 Good hosts anticipate what their guests might need—even before they ask. The same applies at work. Does your new team member have all the tools, resources, and information they need? Have you assigned someone they can reach out to for help? Thoughtful preparation can ease their transition and prevent unnecessary frustration. 𝟯. 𝗣𝗮𝗰𝗲 𝘁𝗵𝗲 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 When someone stays with you, you don’t just welcome them on the first day and then leave them to figure everything out. You check in periodically, ensuring they’re comfortable and adapting well. At work, onboarding shouldn’t stop after the first week. Make it a point to follow up regularly over the first few months. A simple check-in can go a long way in helping someone feel supported and valued. 𝗛𝗼𝘀𝗽𝗶𝘁𝗮𝗹𝗶𝘁𝘆 𝗮𝘀 𝗮 𝗧𝗲𝗮𝗺 𝗘𝗳𝗳𝗼𝗿𝘁 Welcoming new team members isn’t just the leader’s responsibility—it’s something all of us can contribute to. Whether it’s inviting them for lunch, answering their questions with patience, or simply being approachable, we all have a part to play in making them feel at home. Thoughtful hospitality leaves a lasting impression on guests. A warm and intentional onboarding experience helps new colleagues feel at ease, integrate faster, and contribute sooner. What have been POSITIVE and not-so-positive experiences you have had when joining a new team? What type of Welcome did you receive?

𝗧𝗵𝗲 𝗚𝗼𝗮𝗹-𝗦𝗲𝘁𝘁𝗶𝗻𝗴 𝗧𝗿𝗮𝗽: 𝗛𝗼𝘄 𝗡𝗼𝘁 𝘁�� 𝗙𝗮𝗹𝗹 𝗜𝗻𝘁𝗼 𝗜𝘁 𝗧𝗵𝗲 𝗧𝗿𝗮𝗽: Setting ambitious goals is crucial, but the pitfall comes when these goals aren't fully understood or when they're borrowed from external benchmarks without real personal insight. The biggest hurdle? Not properly planning the time and resources needed to achieve these goals. 𝗧𝗵𝗲 𝗖𝗼𝗺𝗺𝗼𝗻 𝗖𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲: Time estimation. It's easy to underestimate how much time tasks will really take, especially when your schedule is already packed. Our experience at OwnersUP, working with over 1,000 entrepreneurs, has highlighted time estimation as a critical hurdle in goal realization. 𝗢𝘂𝗿 𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻: 𝗧𝗵𝗲 𝗖-𝗕𝗥𝗜𝗖𝗦 𝗠𝗲𝘁𝗵𝗼𝗱𝗼𝗹𝗼𝗴𝘆 Transform your goal-setting with our structured 𝗖-𝗕𝗥𝗜𝗖𝗦 approach: • 𝗖larify Your Objective: Ensure your goal resonates with your personal and business vision. • 𝗕reak It Down: Segment your goal into 30-minute actionable tasks. • 𝗥esources Identification: Evaluate necessary resources for each task—time, money, assistance. • 𝗜mplement Daily Commitment: Carve out 1.5 hours every day to focus on these tasks. • 𝗖heck-Ins Regularly: Assess progress and fine-tune your strategy continuously. • 𝗦tay Flexible: Be prepared to pivot based on new insights and challenges. 𝗪𝗵𝘆 𝗧𝗵𝗶𝘀 𝗔𝗽𝗽𝗿𝗼𝗮𝗰𝗵 𝗪𝗼𝗿𝗸𝘀: 𝗣𝗿𝗮𝗰𝘁𝗶𝗰𝗮𝗹𝗶𝘁𝘆: It breaks down lofty goals into manageable actions. 𝗘𝗳𝗳𝗶𝗰𝗶𝗲𝗻𝗰𝘆: Encourages a realistic assessment of time and effort. 𝗖𝗹𝗮𝗿𝗶𝘁𝘆: Fosters a deeper understanding of the path to your goals. 𝗗𝗶𝘁𝗰𝗵 𝘁𝗵𝗲 𝗗𝗼𝘂𝗯𝘁𝘀: No more wondering why goals aren’t met or making excuses. We're talking clear steps, manageable tasks, and real timelines. It’s the step so many miss, then wonder why success seems just out of reach. Say goodbye to the guesswork and hello to hitting those milestones. 𝗜'𝗺 𝗰𝘂𝗿𝗶𝗼𝘂𝘀: Is time estimation your biggest hurdle in achieving your business goals? ----------------------- Hi, I'm Tanya Alvarez. I help B2B service-based entrepreneurs scale profitably and reclaim their time. Need help? Send me a DM.