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Onboarding

T&H CX > CUSTOMER EXPERIENCE AGENCY > ACTIVATION > Onboarding

Design onboarding journeys that reduce churn, build trust and create loyal customers

Optimise your onboarding

The Foundation for First Impressions

You only get one chance to make a first impression. For customers, onboarding is that moment. Done well, it builds confidence and loyalty. Done poorly, it drives churn before relationships have a chance to grow.

We design onboarding experiences that set customers up for success. By combining CX insight with practical execution, we create journeys that are simple, supportive and measurable.

Why It Matters

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Without effective onboarding, organisations often face:

  • High drop-off rates in the first weeks or months

  • Customers who don’t understand how to get value from the product or service

  • Increased calls or complaints due to poor handover

  • Long time-to-value that delays adoption or satisfaction

  • Churn that undermines acquisition investment

Strong onboarding ensures customers quickly see the value in their decision and stay for the long haul.

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A trusted partner to Australia’s leading customer-obsessed brands

 

What We Deliver

Onboarding Journey Design

Map and optimise the end-to-end onboarding experience.

Content & Communication Frameworks

Create the right touchpoints — welcome flows, guides, training and support.

Employee & System Alignment

Ensure frontline teams and backend systems support a smooth onboarding.

Measurement Frameworks

Define success metrics such as time-to-value, adoption and early retention.

Our Approach

1. Discover

Assess current onboarding performance, journeys and feedback.

2. Design

Build customer-first onboarding experiences across channels.

3. Deliver

Implement new journeys, content and measures to reduce churn and improve adoption.

Our Difference

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Many onboarding programs stop at welcome emails. We design holistic onboarding journeys.

By aligning content, people and systems, we ensure onboarding delivers what matters most: customer confidence and retention. With experience across industries, we know how to create onboarding that is both engaging for customers and scalable for businesses.

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The Value You’ll Gain

  • Reduced early churn by building customer confidence

  • Faster time-to-value so customers see benefits quickly

  • Stronger retention through clear, supportive experiences

  • Alignment across teams and systems for consistency

  • Insights into performance with onboarding-specific KPIs

Types of Engagements

Audits

Assess current onboarding journeys, drop-off rates and pain points.

Defined Scope Projects

End-to-end onboarding design with journeys, content and frameworks.

Embedded

Ongoing partnership to evolve onboarding as products, services and customers change.

When to Choose This Service

  • Early churn is high after acquisition

  • Customers aren’t activating or adopting products effectively

  • Onboarding content is inconsistent or outdated

  • Sales-to-service handover is creating friction

  • Leadership wants visibility on onboarding performance

FAQ’S

It’s the process of guiding new customers through their first interactions with your product or service to ensure adoption and satisfaction.

It reduces churn, builds trust and increases the likelihood of long-term loyalty.

It varies, but onboarding typically spans the first 30–90 days, depending on product complexity and customer needs.

Yes. We design communications, guides and assets to support onboarding journeys.

Through KPIs such as adoption rate, time-to-value, first-use activation, early churn and retention.

Start creating lasting customer relationships today

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Tortoise & Hare
Customer Experience Agency

27 - 29 Watt St, Newcastle,
NSW, 2300, Australia
+61 (02) 8667 5310

© 2025 Tortoise & Hare. Tortoise & Hare is a registered trademark and business name of Australian Marketing Initiatives Pty Ltd (ABN 60‍ 169‍ 071‍ 783‍)