Create an Onboarding Experience that Builds Loyalty

Please note: this event is run by the Small Business Development Corporation for small business owners in Western Australia only.

Everyone talks about lead generation and attracting new customers but retaining them is just as important to keep your business thriving.

Customer retention starts from the moment someone says yes to working with you. A clear and professional onboarding experience can help build trust, set expectations and reassure customers they’ve made the right choice.

In this practical workshop, you’ll learn how to create a simple onboarding experience that keeps customers informed and confident from the outset. You’ll identify key touchpoint, set clear expectations and address common friction points that can lead to confusion or frustration.

By the end of the workshop, you’ll have mapped an onboarding journey for your business and identified practical improvements to help you build stronger, longer lasting customer relationships.

This topic covers:

• Map out the key stages of your customers journey and where you can engage them.

• Identify the areas for improvement in your current onboarding process.

• Set clear expectations around timelines, communication, responsibilities and what happens next.

• Create a simple, practical onboarding process for your business.

• Explore common onboarding friction points that can lead to confusion, frustration or poor customer experiences.

This workshop is for service based small business owners who want to create a more professional customer onboarding experience to build long lasting customer relationships.

If this is your first workshop with us or you have any queries, check out our Online Workshops Guide & FAQs or get in touch with us at workshops@smallbusiness.wa.gov.au.

Bookings are limited to two tickets each, however you can make more than one booking. If you are booking for more than one person, please provide each person's email address so they receive our emails with important links and downloads.

To book for larger groups, please contact us on 133 140 or email workshops@smallbusiness.wa.gov.au

If you cannot attend, please cancel so your place can be made available to another business owner. You can cancel your booking from the update order button on your order confirmation email. Cancellations and refunds for paid workshops can be made up to 24 hours before the workshop starts.

We are committed to supporting all WA small business owners, including those with diverse needs. Our workshops are delivered in a variety of buildings, locations and formats. If you would like further information about accessing a particular workshop, please email workshops@smallbusiness.wa.gov.au or call 133 140.