Drive New Feature Adoption with an Average Product User

Capture a strong understanding of the average user’s use-case during onboarding. If this is not possible, obtain this information from the decision maker or main POC or ask for a warm intro to conduct discovery with an average worker so you can understand the use-case.
Understand based upon your interactions with leadership on the customer side how they want their users engaging with the product.
Work to understand their evolving needs and challenges. During these interactions, ask open-ended questions to gather feedback and insights.
Book a meeting with a user or a group of users. Offer to conduct a training session or webinar for multiple users. Offer a recorded loom, a 1-pager or a detailed email with links to your company’s support docs, knowledge base or list of available customer resources, as another solution for education and guidance.
If on a call/zoom, provide guidance on optimizing workflows and configurations to enhance their experience. Use data and analytics to track customer usage patterns, identify areas where they may be underutilizing your product, and offer recommendations for improvement.
Actively address and resolve any issues or challenges customers encounter with your product. Timely and effective support can significantly impact their perception of value.
Be on top of support tickets if they begin to pile up. Review health score on a consistent basis. If you do not have a health score configured, consider how to segment each account based upon your sentiment/analysis of working with them.
Aim to support them in a timely and immediate fashion so usage of the product/service is a value-add and not another boring task their management urged them to do.
Ensure you follow up in a regular cadence on average user usage. This is never a “one and done” outreach process.

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