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In a self-serve environment, your product has to sell itself.
The first-day experience is the most critical part of the user journey. And it’s where most products fall flat.
It’s on the first day that you have a user’s full attention and you have an extremely narrow window to impress them.
Why should you care?
Drop-off rates after the first day can be surprisingly high. At the average SaaS company 40-60%+ of new users never return to the product on a second day.
If a user does see value on their first day, they’re far more likely to become a paid customer and share your product with others compared to if they don’t.
Improvements to new user activation tend to improve all downstream KPIs: free-to-paid conversion, retention, net expansion, CAC payback, NPS, etc. If you can nail it, you’ll be on the path to a very strong business model.
Over the past year, I’ve signed up for 50+ self-serve SaaS products. The same mistakes come up time and again.
Here are the top seven onboarding mistakes you could be making. Read on to learn how to improve and get inspired by some of the best SaaS onboarding experiences.
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