“Every interaction with your company creates a holistic impression with the customer…And most companies are structured in the wrong way to optimize the customer experience.”

-Joey Coleman, Founder of Design Symphony

Episode 4 of the How To SaaS podcast features Joey Coleman, Founder of Design Symphony, on onboarding users in the first 100 days of their journey and turning initial experience into an advantage to increase retention and referrals.

Some background on Joey — my interaction with his message began with his concept of the first 100 days and how companies lose up to 50% of their customers within that time period. We at Wild Apricot have taken Joey’s courses and seminars and have really invested into incorporating his ideas into our initial user onboarding.

We believe in it so much that we created a cross-functional onboarding unit in our company that transcends your traditional departments of marketing, sales, customer success, account management and support.