Onboarding is one of the most critical stages for a SaaS startup business to capture a customer. But even with a meticulously planned onboarding strategy, it might sometimes not be enough. You might wonder whether something is missing from your effort.
As it is, it might indeed be the case. Here, you are probably missing is the “Aha!” moments that can convince customers that your product is worth it. But, how can you actually make these moments and make them actually work? Let’s find out.
What Are “Aha!” Moments Anyway?
In its simplest definition, the Aha! moment (also referred to as the eureka moment) is when your customer discovers the value of your product. However, there is more to it than just that. Several intricacies make these moments even more vital.
Image from Growth Mentor.
One of these characteristics is that the Aha moment is an emotional one. As the name implies, this is often the point where they register a strong emotion of surprise or joy upon discovery. Due to that strong emotion, their first impression of you becomes more impactful. Customers also become more invested in exploring the product further.
Another aspect of the Aha moment is that it involves a specific action. Remember that the moment is not the same for every customer. Your onboarding process can provide the same training for everyone, but one customer might arrive at a different Aha moment from another. That specificity also adds to the moment’s personal appeal to the customer.
Why Aha Moments Are A Must For Your Startup Business
At this point, you might wonder why these moments are a must-have in your onboarding process design. Here are several reasons why you would want to pursue these.
It Boosts Customer Confidence
Image from Ready Convenience.
When people discover their Aha moment, they become more confident about what the product can do for them. The increased confidence encourages them to explore the product and your brand further. Customers also become more willing to spend more to get these moments again.
It Encourages Promotion
Remember how we mentioned that the Aha moment is an emotional one? As it is,that strong emotion encourages your customers to share their experience with others. That strong word of mouth contributes to your marketing reach. It is also a strong recommendation for your brand, something you often won’t readily get from other sources.
It Promotes Faster Product Adoption
As we have mentioned earlier, Aha moments highlight the part when your customers discover the value of your product. When they see that, they also start exploring how to incorporate it into their workflows. The faster adoption helps your product integrate into their work better, ensuring capture.
The Types Of Aha Moments For Your Startup Business
As it is, there are actually two types of aha moments that you should be aware of. The first one is your personal aha moment. That moment is when you discover the idea that paves the way for your startup business. It will give you an idea of what feeling your customers might have.
Image from Apptimize.
The second type is, of course, the aha moment that your users feel. These two different types might have a bit of an overlap. While some customers might find the same Aha moment as you did, others might not. Your goal is to discover these different moments and relate those to your own. That helps you better take advantage of these moments.
How Your Startup Business Can Discover Aha Moments
As we have mentioned, the Aha moment is different from person to person. Because of that, it can often be hard to look for them. But there are ways you can use it to better aid in discovery.
Arguably the most straightforward approach is talking to your customers. When people reach their respective Aha moments, they are eager to talk about it. Make it a point to converse with your users during their journey. That will give you the opportunity to get the information directly from them.
Image from ProdCamp.
It is worth noting that some people might not understand what an Aha moment is. In this case, you need to be more analytical in your approach. Here, you would want to zoom into your most successful users first. Interview them about their experience with you, getting as many details as possible.
Analyze these details carefully. From there, you can determine the instances where they began using your product more frequently. See if this pattern repeats for other users. You can get a picture of a general Aha moment for your user group. Don’t forget that you still need to consider each user’s unique situation to arrive at this.
Guiding Your Users To Their Aha Moments
Once you have an idea of the different Aha moments your users respond to, the next question is whether you can guide other users into these moments. Here, you should lead them into that moment first.
Image from BowNow.
There are various ways you can do that. For instance, you can highlight the features you think will be useful for them in a given moment. As is with the initial search of Aha moments, you should keep in mind that these instances are customer-specific, Thus, you want to tailor the lead-ins to them.
Reinforcing The Moment
Once you have brought customers to their respective Aha moments, you need to reinforce those to immerse them further. Here are a few simple things you can do to achieve this effect.
- Congratulate your customers for achieving the results they want.
- Provide rewards that will help them better take advantage of the moment
- Tell them the impact of what they have discovered
- Reinforce the regular behaviors that lead to these moments.
Through these simple nudges, you help your customers see the value of the moment they have encountered. From there, you can help them see the larger picture in front.
Helping Your Startup Business Deliver The Aha
Trying to push those aha moments on your own is going to be a challenge. You need the help of experts. And Virtua Solutions is the right one for the job. Our marketing and customer support teams are always ready to be your customers’ guide. Contact us today and let your startup business be at the center of their collective e Ahas!