If we don't understand how customers actually use our apps. If we don't know where the value is, it's hard to compete and keep up.

An app without customer engagement isn't going to grow. There are plenty of fortunate companies who haven't had to pay attention to these numbers. But as the market tightens and more competition comes online, this is important.

• Build experiments to improve those important KPI.• Run your tests. Collect feedback. • Watch your numbers. • Refine your tests. • Do it again.

Even small teams can use this framework. Spot symptoms, diagnose the problems, come up with a treatment plan, repeat and get better:.• Ask real users or brainstorm the activities and events that build up engagement. • Measure engagement metrics. Treat them as important KPIs.

Yeah, someone (one person) has to own it and be responsible for driving it. But a lot of people play a part in getting customers to use our products more, deeper, wider. Without strong engagement, our apps don't grow. Revenue flattens. Or worse, it goes down.

Wrong question: "Who owns customer engagement?".Right question: "How do we improve customer engagement?".Customer (or user) engagement isn't one team's job. It's Product. It's Product Marketing. It's engineering. Success. Support. etc.

Do you write? And if you do, who or what writing inspires you?.

I have two things on my desk all the time. One is coffee. I'm addicted. Oh well. The other is stacks of books, printed letters, even printed linkedin posts. It's how I steal inspiration without getting sucked into the internet. When I should be writing. But what about you?.

What happens when you ask ChatGPT to come up with "realistic" company names. Who wouldn't want to work in a *realm*? 🏰. BTW -- we're putting a new UI on @AccoilAnalytics. Are we overindexing on green?

Clarity in communication is key. Define your metrics. Share your definitions. Watch how it transforms your conversations and outcomes.

Every metric we talk about is accompanied by a clear definition and *context *. This aligns us internally and improves our communication with customers. They know exactly what to expect and how to interpret our reports.

This is one of those things I learned on customer calls. I have an idea of what I’m talking about, but nobody else gets it unless I clearly define my metrics and KPIs upfront. This lesson has been super important for me and my team at Accoil.

Ever noticed how your metrics don't mean squat if no one knows what you're measuring?. Here's a nugget from my customer calls: If you're not crystal clear about what you're measuring and reporting on, you're just talking to yourself.

I don't remember the movie Eyes Wide Shut. Not sure if I ever actually watched it. It's probably not a happy ending. Talking to more customers and potential users has been eye-opening. It's something we won't stop doing no matter the stage we're in.

It's not easy to have conversations that don't reflect back what I want to hear. And for sure it's easier to just keep building while pretending it's all perfect.

And something cool started happening when we let new people see it. What I thought was the Ace up my sleeve. isn't. And a few people told me so. Because of that, our demo is changing. It starts on a different screen and now highlights an outcome our users are after.

Eyes wide shut is a terrible way to build a product. After months of building and updating Accoil Analytics, we're letting people see it. The reactions have been encouraging. I mean, I've got a good feeling about this thing.

* Talking to customers. As many as possible. ===. The best part of this is that you can always make it better. That's the real aim. Not perfection. Better.

* What PLGeek Ben Williams calls Friction Logging, we're going through the user experience looking good and bad friction. * Mapping it all out using Miro. This gives us a 30,000ft view of all the touchpoints so we can see what it looks like in total, not just one page at a time.

We're going into early access, so it's going to be fun learning what works and what doesn't. We are going to try a few things that we feel give us a better chance at succeeding:.