timed offer for a guided tour under the hood.
Ask as many questions as possible about who applied pressure to the process, and what pressures those people were dealing with themselves. Teeing your user up for success doesn’t – and shouldn’t –have to exist solely within the confines of your product’s interface.
Go forth and listen
The insights that create an exceptional onboarding experience are out there, but won’t fall into your lap from a Google Analytics chart or an open text box tacked onto an NPS survey. To uncover the real story – the powerful, driving, emotional one – you have to access the person behind the user. In fact, I want you to do this so much I’m sharing a time-tested email of mine so you can get started right away. Send this to people the day after they become customers (or cross the engagement proxy).
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