What key program helps new customers learn to use a product well and feel happy with their purchase?

The key program that helps new customers learn to use a product well and feel happy with their purchase is called Customer Onboarding. Customer Onboarding is the systematic process of guiding new customers to successfully adopt, understand, and derive value from a product or service after their purchase. Its primary goal is to ensure customers become proficient users and integrate the product into their needs or routine, directly leading to satisfaction and long-term engagement. This program is crucial because it bridges the gap between the initial purchase and successful, effective usage. Without proper onboarding, new customers may encounter difficulties, fail to realize the product's full benefits, or become frustrated, potentially leading to them stopping usage, which is known as churn. A well-executed onboarding program proactively addresses these challenges by providing necessary guidance and demonstrating the product's value, thereby reducing churn risk. Effective Customer Onboarding typically includes several core components. These often begin with Welcome Communication, which are initial messages, like emails or in-app notifications, confirming the purchase and outlining the next steps. Next is a Guided Setup or First-Use Experience, such as interactive tutorials, step-by-step wizards, or in-app tours, which walk customers through initial configuration and fundamental functionalities. For example, a new streaming service might guide a user through setting up their profile and watching their first show. Educational Resources are also provided, including comprehensive support documentation, knowledge bases, video tutorials, and frequently asked questions (FAQs) that customers can access independently for self-paced learning and troubleshooting. For more complex products, Proactive Support and Check-ins may involve direct outreach from customer support or success teams to offer personalized assistance, answer questions, and monitor the customer's progress. A critical aspect is helping the customer reach their First Success, often referred to as the 'aha! moment,' where they experience the primary benefit of the product quickly. For instance, a photo editing app might guide a user to apply their first filter and save a picture, immediately showcasing its core utility. By incorporating these elements, Customer Onboarding significantly enhances a new user's proficiency, increases their perception of the product's value, and cultivates a positive emotional connection. This strong initial experience is foundational for building customer loyalty, minimizing product abandonment, and turning satisfied users into advocates for the product.