User adoption—the process that ensures a user has become successful in achieving their goals while using a product—is an increasingly important aspect of creating great customer experiences and driving customer success. Users are no longer looking at features on paper or being sold on the value of your product; they now look to see if the product works seamlessly with their existing systems, whether it actually solves their problem, and if it’s intuitive to use and easy to learn.
1) Not providing training
Customers will only adopt a new system if they feel confident in their ability to use it. If you expect your customers to learn how to use your product on their own, without providing any kind of training, you’re setting them up for failure – and potentially causing customer churn as well. That’s why providing relevant customer training is crucial, especially when adopting a complex or unfamiliar product. While good customer training can increase user adoption rates, bad training can be worse than no training at all.
2) Assuming your users know how to use your tool
There’s a fine line between not giving users too much hand-holding, and assuming they know what to do. Even if your tool is intuitive, there is always something that new users need to learn, whether it’s how to navigate menus or use specific features. This can be a good time for onboarding tips or tutorials.
3) Not understanding your customer’s needs
Understanding your customer’s needs should be your first priority. Without understanding their requirements, they won’t gain any value from your product or service and won’t stay with you for long. Make sure that when speaking to customers or potential customers, you ask questions related to their experience and how they see themselves using your product or service. This way, it’ll be easier for them to explain what will benefit them and what will not.
4) Not knowing what motivates your customers
If you don’t know what your customer’s motivation is, then it’s nearly impossible to deliver a quality customer experience. A customer has success when they use your product and are able to achieve their goals without difficulty. The key factor in creating a successful user experience is by understanding your customer (or future customers) and what motivates them most in accomplishing their goals. Think about why they came to use your service or product, and think about why they would continue using it over others.
5) Ignoring or disregarding early adopters
Your first set of customers are your early adopters. They’re looking for a solution that meets their needs and solves their problem. If you ignore them, or treat them as an afterthought instead of a key component to your success, you’ll be in trouble down the road. Who else is going to buy from you if not your customers?