New Customer Onboarding Checklist: The Retention Touchpoint Most Brands Rush

The First Order Isn’t the Win—It’s the Starting Line

You spent money to get that customer. Now what?

For most Shopify brands, the answer is: send a bland confirmation email, maybe follow up a week later, then hope for the best.

That’s not onboarding. That’s ghosting.

If you're serious about retention and LTV, your onboarding process should feel intentional, warm, and personal. It should answer unasked questions, build trust, and lead your new customer straight to their second purchase—before they even consider shopping around.

This checklist gives you the structure to do that—without guessing.

What You’re Getting

The New Customer Onboarding Checklist is a downloadable PDF with every critical touchpoint mapped and prioritized. It includes:

• Welcome flow must-haves (what goes in each email and when)
• Website & account optimizations to support new users
• Post-purchase SMS and loyalty engagement prompts
• Timelines for education vs. selling
• Operational reminders (like fulfillment speed and packaging)

It’s built specifically for DTC brands on Shopify and integrates seamlessly with Klaviyo, Attentive, and your existing flows.

Why This Matters

A first-time buyer is your highest-risk customer. If they don’t come back, you just paid for a one-night stand. You need a system that:

• Reinforces value (so they don’t regret buying)
• Makes them feel seen and understood
• Leads them back to purchase again—quickly

According to Shopify benchmarks, brands with structured onboarding flows see up to 70% higher second-purchase rates than those that rely on transactional messages alone.

What to Do with the Checklist

1. Audit Your Existing Flow

• Print the checklist.
• Open your welcome series, order confirmation, and post-purchase flows in Klaviyo or Attentive.
• Check off what’s already covered—and highlight gaps.
• Identify if your current messaging sequence hits all 3 zones: welcome > education > conversion.

2. Assign Owners + Build Gaps

Each item on the checklist can be implemented by:

• CRM manager (email & SMS flows)
• Retention strategist (segmentation logic)
• CX team (support content and fulfillment touchpoints)
• Brand/Creative (packaging, tone, content visuals)

Don’t leave onboarding to automation alone—it’s a cross-functional retention opportunity.

3. Plug It Into Your Content Calendar

Pair onboarding with other strategic sends (VIP flows, replenishment, reviews). See our Email & SMS Calendar to map these touchpoints side-by-side.

Pro Tips for Going Beyond the Checklist

• Add zero-party data collection in your welcome flow (via quiz or email prompt)
• Include education or “how to use” content in your second email
• Trigger a post-purchase SMS that asks “Need help with your order?”
• Layer loyalty reminders at Day 10 or post-delivery (“You just earned 50 points”)

Download the Checklist

Get the exact checklist Sticky Digital uses to train retention strategists and build onboarding flows for 7- and 8-figure brands.

Download the New Customer Onboarding Checklist (PDF)

Final Thoughts

Don’t treat a first-time customer like a stranger. Treat them like someone who’s just joined your inner circle—and show them what that means.

Onboarding is not a box to check. It’s your chance to build loyalty, education, and brand equity before your competitors get a second shot.

You earned the first order. This checklist helps you earn the second—and everything that follows.