The aha moment is the point in the customer’s journey where they experience the value of your product or service firsthand. The time taken to reach this point is also called Time to Value (TTV).
The aha moment and TTV depend on your product but getting the combination right can be powerful in boosting conversions and retentions.
The aha moment should happen at some point during customer onboarding to improve the chances of adoption.
The aha moment is important because it focuses on the value as experienced by a customer firsthand— not what was sold to them or articulated by someone else.
In the renewal models that SaaS businesses rely on, a thoughtfully arrived at aha moment can make all the difference in your customer journey. Value realization of the right kind early on in the journey is all it can take for your customer to engage with and adopt your product.
Minimize friction at the beginning: Products such as Airbnb do this by allowing people to explore places before logging in. In the world of SaaS, approvals, authorizations, security signoffs, etc., precede any actual tasks. Minimize friction by ticking them off your list before you begin onboarding.