Engineer the first 30 days and every touchpoint after — onboarding, interaction quality and continuous customer signal.
First-30-day experience predicts 80% of retention. Most teams ship a checklist + welcome email and call it onboarding. This module installs a real time-to-value design with interaction SLAs and a continuous VoC loop.
A senior-led delivery sequence — not a template dump. Each phase is operated with your team, not handed over as a deck.
Walk the live onboarding as a new customer; instrument time-to-first-value, drop-off and support tickets generated.
Define the aha-moment per segment using cohort data; align product, lifecycle and CS on the single activation event.
Redesign in-product flow, checklists and lifecycle comms to compress time-to-value by 30–50%.
Define the segmentation that triggers concierge onboarding vs self-serve; staff and route accordingly.
Install the weekly activation experiment loop with hypothesis, design, ship, read-out cadence.
2–4 weeks