When we push a same-day fix in response to a customer’s tweet, agonize over the best way to slip some humor into release notes, run design sprints with other software vendors to ensure our products work together seamlessly, or achieve a 100-minute average turnaround time for a thoughtful, human response to each support inquiry, that’s not “going above and beyond.” It’s not “us being clever.” That’s how we do. That’s who we are.
… comfortable with deep statistical analysis to find out which signals are predictive of who converts. But that is not enough to be a retentioneer. They have to take those learnings and be creative and create onboarding flows and drip email campaigns that drive users crazy — crazy for the product.