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May 4, 2022

WALL16: Transforming New Customers into Loyal Champions with Donna Weber

WALL16: Transforming New Customers into Loyal Champions with Donna Weber

As ironic as it is, there are still companies nowadays that are so focused on getting new clients while overlooking why onboarding is a must in business. In today’s episode, my guest discusses the power onboarding holds in converting your customers to life-long clients as she gives a peak on the six-step process she goes by as she dives into practice.

Watch our conversation on YouTube!

Today, I invited a good friend to educate us about the importance of having people understand what they’ve purchased and in what sense it would help them, as well as your business.

How can we really deliver upfront value to our clients? Listen in to discover how.

Donna Weber is the world’s leading expert in customer onboarding. She is a recognized Customer Success thought leader, strategist, speaker, and advisor, who for more than two decades has helped high-growth startups and established enterprises create customers for life.

Donna is passionate about helping customers reach their goals, for as simple as it is, she believes that customers’ wins are your wins, too. Her new book, Onboarding Matters, is where she has explained how you can drive customers to value through an onboarding framework that transforms new customers into loyal champions.

I met Donna in February when I flew all the way to Las Vegas to attend a workshop run by Alan Weiss. Back then, Donna came over to introduce herself, but I recognized her first by her voice and not her face. I’ve been listening to her book Onboarding Matters on Audible! Getting to know Donna and being able to spend days with her in Las Vegas was undoubtedly a fantastic experience.


In this conversation, you'll hear Donna discuss:

  • How Donna discovered her strength on onboarding
  • Tips on where to focus your time and energy as a consultant
  • How to deliver value to your clients upfront
  • What onboarding looks like for your business
  • Donna’s six-step onboarding process
  • Energy hacks when you need to work with only three hours of sleep
  • Rapid Round


Conversation moments

  • (00:00:03) Episode Snippet
  • (00:00:24) Introduction
  • (00:00:34) About Donna Weber
  • (00:03:12) Welcoming Donna Weber, the active mover
  • (00:04:04) Pivotal moments that led her onboarding
  • (00:07:03) “Niches is riches”: Where to put your focus on
  • (00:10:38) Delivering value to the customer upfront
  • (00:16:01) Donna’s six-step onboarding process
  • (00:20:00) Why it’s a must to communicate
  • (00:23:35) How to maintain and replicate the good experience
  • (00:25:17) Hacks to refresh your energy
  • (00:26:36) Work-Life balance
  • (00:28:21) “Beyond my wildest dreams”
  • (00:31:57) Rapid Round
  • (00:37:55) Connect with Donna Weber


Connect with Donna Weber:

Rapid Round Recommendations:

Click here for show notes and to subscribe to Leanne Hughes' Work and Live Large podcast.

Donna Weber

The Customer Onboarding Expert

see my electronic press kit to download bio and photo.