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Wow Your Early Adopters with Excellent Customer Experience
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Hey everyone, we are having a great
conversation today about wowing your
early adopters. Um, and I got to say,
first impressions are a big deal. The
last thing you want is to ship a really
amazing product out the door and have
everybody just kind of yawn uh or just
actually try to interact with your
product or your team and get frustrated.
those first impressions can last a
really long time and then it's super
hard to uh recover your reputation uh as
a new product. Uh you might lose those
folks for forever. So that's our subject
today on WP product talk. This is WP
product talk place where every week we
bring you insights product marketing,
business management and growth, customer
experience, product development and
more. It's your go-to podcast for
WordPress product owners by WordPress
product owners. And now enjoy the
show. Hey everyone, I'm Matt Cromwell,
co-founder of GiveWP and now at
StellarWP. And I'm Katie Keith, founder
and CEO at Barn 2 Plugins. And today we
are talking about wowing your early
adopters with excellent customer
experience. This is our 10th episode of
a six season of WP product talk. I can't
believe it's been six seasons already.
It's crazy. Wow. Yeah. Um and we're
going through each stage of building a
WordPress product step by step. Last
week we talked a bit about how to build
a website that drives conversions. And
now we need to support those new early
customers.
Yeah. And that's why we have invited
Robbie Adair to be our guest today. Hey
Robbie, thanks for coming. Thank you for
having me on the show. I really
appreciate it. Awesome. Can you tell the
world a little bit about yourself? Sure.
Um, so I have uh I've had a media agency
for oh almost 23 years now. And uh I
also own OS training which is where I'm
primarily as most active and involved
with the WordPress community. Um and so
we do training to teach people how to do
web development themselves. um how to
use certain tools as well. And um yeah,
and then with the crossover between the
agency and OS training is we do a lot of
white label training and marketing
materials for people. So we help them
with getting their products ready to go
out to market and to try and get a big
wow out there when they do that. That's
awesome. I'd like to hear just a little
bit more about that. So what is the
actual way that your customers interact
with your support team? team. I guess I
would say I don't know what you call
them, but
my support team. I like that. Well, we
just actually my agency is named media a
team. So, that's really funny that you
should mention that. We just call
ourselves a team. Uh, and we kind of
work through both of the companies
together as well. Um, so like I said, we
do um some white label training with OS
training and then we do media production
with the agency. So, we support each
other with those things. Um, with
clients from both sides from either they
want us to do some training or maybe
they're coming through our agency and
they want us to help us with some of
their marketing materials. Um, a lot of
times when we have customers who have
new products that they're going to be
putting out, then we one help them
prepare to have training in place for
day one or even maybe even before day
one. I forgot I have my apple. Uh, so
I'm gonna get all kinds of little uh
symbols popping up. Sorry.
Um but uh so so we can help them get
their training all together so it's
there and in place so that whenever the
product goes out and clients first start
interacting with it they have a resource
to go to and learn how to do it. The
other thing we like to do is not just do
like you could do help documentation but
real training should actually take them
through utilizing the product. You do
want to do that basic, you know, this is
where you find these type of tools and
this is where you're going to find these
type of tools and settings, but then you
really need to show someone how to use
the product by building something like
walking them through using the product
in the real sense of how they're going
to do it. Practical application will
teach people better than anything. Um,
and so we we always like to try to have
something where we walk them all the way
through it. The other thing that I think
is key, especially when you're talking
about products, is even before you dig
into your training there, what you want
to do is you want to show them what
they're going to accomplish in that
training. So, showing them what's
possible right up front, especially when
you're talking about a new product, an
innovative product, they might not even
know how to use it, right? Or all the
applications it could be used for. So,
if you're showing demonstrations of,
hey, this is how we're going to build,
we're going to build this with our
product or we're going to do this with
our product in this training and you
show them upfront what they're going to
do. They have a visualization of the end
where they're going with it, right? As
well as it may give them other ideas of
how they can use that product that
better suits themselves, but they'll
still get benefit of the training
because they know what you're going to
show them and they know if they have to
make any modifications in their mind to
do exactly what they're wanting to do.
And and then on the marketing side, a
lot of times we're helping those same
demonstrations that you're going to
start your training out with are perfect
marketing materials to put out there to,
you know, get the hype going even before
you release, showing what this tool can
do. I mean, this is why we do alphas and
betas and things like that, right? We're
we're doing that so that we can create
those hype tools going like, "Look at
this demonstration. Look how we did
this. Look at what you can do." And then
you then they they're excited about the
product and they have an idea of what
they're going to do with that product.
That's I think that is the biggest
thing. Whether you're doing the
demonstration, you're doing the
training, they have to know how they can
use this product and apply it to their
um own individual case. But to do that,
that means you as a product builder, you
need to make sure that you're showing as
many types of cases as you can imagine
too with those demonstrations, right? So
you're putting hype out there, showing
them all different ways. And I will say
that that could should continue even
after your product is released
especially in that first let's say six
months you need to be listening what are
the help questions coming in what what
are you to support on that that's going
to give you the ideas of all the next
demonstrations you're going to do so you
need to keep doing that and building on
that that portfolio of examples. Yeah
absolutely I have a feeling we're
actually going to cover some of the
stuff that we'll talk about next week.
Next week we're actually going to talk a
little bit about customer feedback. Um
uh and so I'm sure we'll talk a little
bit about that today as well. But that's
that's great. I love that. That sounds
really great. Um I'd love to talk a
little bit about this subject in
particular and why it's so important for
WordPress product owners uh and
WordPress product businesses. Um Katie,
I'd love to hear your take um when
you're thinking about early adopters of
new products and things like that.
What's your why why is it so important
to focus on the customer experience
side?
uh because people will stop using your
product if you get it wrong and it's a
particular challenge because you just
mentioned customer feedback. We don't
necessarily have that yet because we
don't have any real customers at this
stage. So in some ways we might feel
like we're working a bit blind. So we
need to think about what information can
we gather. Um well I'm sure we'll talk
about this more in a minute but examples
would be things like beta testing and
using ex other experience within other
products and so on. So what information
can we bring together so that we're not
acting blind in crafting a suitable user
experience before we have a huge number
of users to give us that feedback. 100%.
Yeah. And and to to kind of uh go along
with what Katie is talking about there.
You're right. When you first start out,
especially if you haven't uh released
anything yet, it's like where where do I
even start? You know, you've got this
brilliant product and you know what it's
going to do, but you need to make sure
that it is going to fit the needs of
others. It is going to be understandable
uh by others. And so focus groups during
that time period are very important. And
I mean when I'm talking focus groups, it
literally could be I mean you could just
be literally a teenager in your bedroom
building a product, right? and your mom
may be your focus group or your best
friend may be your focus group. It
doesn't have to be a very formal kind of
focus group if you don't want that or
you don't have the time or the the the
resources to do that. But you do need to
get together a focus group. Now for
someone like say like Katie who has lots
of products already when they're going
to introduce a new product out there
she's got builtin people that she can
tap into customers for focus groups. And
what you have to do for those focus
groups, what I always tell people is
make sure you uh know their levels so
that you know what you're building
towards. And when I say their levels,
you may need multiple focus groups,
right? Because you may have a tool that
could be used by by noviceses all the
way up to experts. A lot of the tools do
that, right? We have tools that are you
could just kind of click a couple of
things and do it and you're like, "Oh,
I've got this tool and I'm using it." Or
you could say, I'm an expert level and
I've got all these fancy advanced
settings on my uh product and my tool.
And so you need to make sure when you've
got those focus groups that you know,
okay, this this is my kind of beginner
level focus group. And they they need I
need to make sure that as a beginner
level type person, a novice, they can
come in and use this tool. And then I
would put together I would I would
separate my advanced users out because I
would want to see do the advanced users
just hop in and know how to do
everything in it immediately or do they
also need some sort of even intro level
to because maybe you've got settings in
a in a unique place. I mean we do have
some UI rules that we try to follow,
right? Particularly in whatever industry
you're in WordPress, you want things to
look WordPressy as it were. Um, and so
people then kind of have a natural
feeling for where to go to find certain
settings. Um, but if you have some
things that are in different places, and
I always, uh, relate to, um, if anyone
has ever tried to like open OBS, you
know, like maybe you're you're a user
and you know your like Microsoft
products or you know your Adobe products
and you kind of have a sense of where
things are in those products. When you
open a new one from Word to Excel,
there's there's familiarity, right? But
then if someone opens up OBS for the
first time, they're just like I don't
know where anything, you know. Yeah,
exactly. It's a different animal.
They've put things in different areas.
Settings are in different places. And
so, even for advanced users, they may
need that little intro of, hey, let me
give you the overview of where things
are. For sure. Yeah. I think that
familiarity is particularly important
with WordPress products because we are
building for a platform that does have
its own UI. So that can give us amazing
inspiration into how to design the UI
for our WordPress products in a way
which is familiar to the user. So even
though we haven't got quite so many
people even with focus groups and so on
to tell us how it should work, uh we can
use WordPress and anything else that's
it's built on like Woo Commerce or
something as inspiration. And I also
love what you said about making a
distinction between the beginner and the
advanced users because you need to think
about it from the perspective of each of
those, don't you? And try to imagine you
are those users or look over your um
mom's shoulder or something while she's
trying to use the product to really
think that's not what I intended, but
actually that is what that user group
needs and adapt. Interesting. But I
think let's move on to story time
because I think talking about all this
is really relevant to something you've
been working on, isn't it Matt? For
sure. Right now, uh, we are in the midst
of launching, uh, a new product at
StellarWP called Stellar Sites. Uh, it's
been in the works for a really long
time. And um that's been my focus is how
to help the onboarding and the first
experience of the customers um when they
when they come into this new product for
the first time. Hopefully that they get
to actually enjoy uh working with the
product that they know where to go to
ask questions to get answers um that
they can interact with our team quickly
and easily that they can get answers
fast. Um that they can just move on and
start doing the work that they need to
do. All of those things are things that
uh me and my team have been focused on
for the last like six months I would
say. Um so we're really excited to get
this out the door soon. Um that's why
this topic today is so important to me.
Like we're in the life cycle of of just
like the way that we structured this
whole show. We like like I said last
week we talked about uh making your
website convert. It's like, and that's
another thing that we've been focusing
on too is now now we're going to be
stellarwp.com has always been kind of
like a umbrella or corporate um uh
website. Now it's going to actually be a
go to market website. And so we've been
doing a lot of things to change that
website and that's going to be released
like today, tomorrow, the next couple
days actually. Um and um and it's gonna
it's going to be where people are able
to purchase stellar sites. Um, so what
is that? Is it a hosted website service?
Is it a tool for building a website?
Yeah. Yeah. So it in some way I'm trying
to navigate between like everyone knows
about like the WP engines, the Kinstas,
the, you know, all of the big managed
WordPress folks and they're kind of
like, you know, we'll do all your
managed WordPress stuff. Um, and then
you have the things that are like we're
an AI builder. You you use AI and you
can build a little website. Um, and
we're trying to go not to either one of
those two sides. We're trying to be
like, if you want to build a nonprofit
website with WordPress, we're your go-to
for it. If you want to build a learning
management site with WordPress, we we
are your go-to for it. If you want to
build a store with WordPress, you're we
are your go-to for that. If you want to
build an event-based u event tickets
oriented website, um, we're your go-to
for that. So, we're trying to really
niche uh into the types of verticals um
that people typically build WordPress
websites for. Uh specifically, of
course, oriented around our Stellar WP
products. Um so, it's the it's the best
way to experience our products
firsthand. It's the best way to get a
really good foundation. Every single
stellar sites customer immediately has
um the solid WP suite um as a foundation
and the the cadence uh and cadence
blocks uh suite as well uh for building
out the website. Um and then
additionally if you choose you can do
like the fundraising plan and then that
will have solid and cadence and then
give WP as well or if you want to do
learning management solid cadence and
learn dash etc etc. Um, yeah. So, it's
been really exciting, really fun, and
um, we're uh, we're getting to the
finish line finally. Um, and I'm all I'm
thinking about right now is those how
are those early adopters going to feel
about this and how are they going to
experience the product and things like
that. I'll I'll tell you just one quick
little story. So, you know, in the
hosting world, um, you know, when you go
and you want to point your domain to
your website, um, it's all extremely
tech speak. It's all DNS stuff. It's all
like here's your name server or here's
your CNAME or here's your A record or
here's your alias and nobody knows
what's what or what, you know, the
difference between any of those things.
They're just like, tell me what to do
and I will do it um, if I can. Um, so
because I felt like our customers are
not necessarily going to be super um,
advanced on this level, I created um,
our whole admin area is actually a
WordPress website actually. Um, and so I
used a gravity form to do a conditional
walkth through of like if you if your
domain uh, is with Cloudflare, then
you're going to do this. If your domain
is not with Cloudflare, you're going to
do this. If you're using a subdomain,
you're going to do this. Um, so I love
the the conditional field aspects. And
then they submit that form finally once
they go through the whole kind of like
onboarding wizard, domain wizard. Um and
then it actually configures their domain
correctly. Um and just that that um
attention to the experience for me
personally I think it will um land
really really well with customers
hopefully ideally that's the that's the
hope. So, well, you gave a lot of case
scenarios there, which will all make
great uh video demonstrations of how
you're going to use it if you're
nonprofit and and actually walking
people through and showing them again an
end result that then they can, you know,
follow the whole training and learn how
to do. The other thing I want to mention
is with those um particularly in uh like
the WordPress world, there are a lot of
influencers out there too. So once you
start having those those hype videos, um
I would start reaching out to
influencers even before product launch.
Let those influencers, you know, play
that product demo. Let them play around
with the tool and show their users as
well because influencers are are a great
way now to spread the word about your
product. Um and they are doing some of
the work for you, right? they're they're
training people out there for you and
you're reaching bigger audiences that
you might not have had in your your your
marketing audience that you have
yourself. And so I think that's very
important. The other thing, Matt, that
you mentioned that I also would like
like to point out because I know it's
not always doable for a lot of products,
particularly if they're small startups,
but having wizards in your products also
make a huge huge difference. People need
that. They need that. They need the
handholding as it were. Even advanced
users find that they set up faster with
those kind of things. So yeah, they're
like, "I know what I'm doing. Leave me
alone." Or sometimes they're like, "I
know what I'm doing. Oh, and this made
me do it quicker." Like if you can get
both, if you can actually make it so
that it's not too handholdy that they
feel like they're like like you're
making them go too slow, you know? Um
and then it's handholdy enough for those
who really do need the help. Um that's
like a great medium in between. Uh but
it's it's hard it's hard to get that
exactly right. So it is yeah I've I've
gone through through a lot of different
things where I feel like oh like so many
of our folks are you know beginning
users I want to cater to them and I do
that and then I get all this feedback
from you know mid to advanced folks who
are like this is so terrible like why do
you make me do all these blah blah blah
and it's like h I didn't do it for
you but how do I have my cake and eat it
too? I'm not totally sure. So um yeah
that's a good one. Um Katie, what about
you? story time. What's your personal
experience with uh wowing some early
adopters?
So, I'm also currently going through
this um apologies for using a
non-WordPress example, but it is
relevant to WordPress. So, since we're
branching out into Shopify apps, it's
been really interesting experience
because I am not experienced. I know.
But I know I know Shopify. I know my way
around Woo Commerce. Um with my eyes
closed, I do not know Shopify. I've
played around with it, but I'm not
experienced. So, that's made it a really
interesting experience designing the UI
for a Shopify app because I can approach
it like a new user. But, it's also led
me to identify some pain points that I
believe the other apps have not tackled,
which hopefully will allow ours to be
better. And one major one is how you
basically activate things in the theme.
So, if you want to output something on
the product page in Shopify, apparently
you need to enable some kind of widget
within the theme and there's no way to
inject it automatically. So, that
creates a friction point for the user.
And I've tested other apps and I'm just
not happy with how they do it. They
might link the user um on install or
something and say, "Warning, you need to
activate this in your theme." and then
it links you to something which
basically looks like WordPress
customizer and you have to click save
and it's just not a nice experience. So
coming into that new I'm trying to think
creatively about what are the
alternatives to this even if yes people
have to go to that page how can we
signpost them in a more intuitive way
how should that fit into the process of
setting up the app like maybe it
shouldn't be the first thing you do
after you activate it maybe you should
actually start setting things up first
um in the back end so you feel you've
done something rather than get to this
huge friction point immediately which
might just make them give up and
uninstall it. So, it's been interesting
to think about what are the potential
friction points which with something
like WordPress or Shopify, we do not
have full control over the platform. So,
there may well be compromises that
affect the
usability. So, I think it's really
important to think about that from the
users perspective. And if you can't make
it perfect because it's not your
platform, what can you do to make that
easier for people? Yeah, 100%. That's
fascinating. I mean, that this type of
thing, this question definitely applies
to any product uh out there um
regardless of whether we like those
products or not.
Um but that that's a really good
example. Um yeah, I was going to say I I
also um have an example that's not
necessarily WordPress, but for one of
our clients, I mean, they have they're
almost a hundred-year-old company. They
have a product that's well established.
are one of the leaders in their
industry, but they have in the last
couple of years been releasing a new
product and it's kind of a it's still
related to their industry, but it is a
totally different market for them in
that industry. Um, and one of the things
that we found was that we had started
with them um, uh, a couple of years ago
establishing a video podcast where they
could start putting out information and
they were putting putting out
information to their particular audience
that they already had, but then as we've
gone along, a lot of what we did there
relates to what the new product is going
to do. And so it's kind of starting to
cross over and it's giving them some
materials that they can like weave into
this new marketing for them. So also
think of that again for someone like
Katie or someone like a stellar WP, you
already have products, you already have
mark, you know, audiences to talk to.
They may not be your exact goal
audience, but they may lead you to your
audience as well. So 100%. Uh, another
thing I want to lean into here a little
bit on the on this uh subject um is the
idea that essentially the product should
explain itself. That's one thing I've
been trying to talk with a lot of
product owners about more and more.
There's a tendency, especially in the
WordPress space, to um I feel like get a
little bit lazy on the product side and
explain everything in online
documentation. Um and I feel like that's
not a great user experience. For one,
there's so many users who just they're
never going to read your docs. They just
don't want to do it. They don't want to
spend the time. Um, and so instead of
going and doing that work, they're just
gonna gripe to you in a support ticket.
Uh, because they're trying to use your
product and it doesn't make sense to
them. Um, so more and more I'm just
like, how can you think about a way to
make the product make sense without
online documentation, without reaching
out to support at all? Um, and if you
just ask that question, it changes the
way you look at your interface, uh, or
any one particular interface or like a
whole series of things. Like sometimes
in WordPress products, it's not that you
just like click a couple buttons and you
have the result. Sometimes you have to
do something across multiple different
screens and that that that'll happen.
That's especially in like Woo Commerce
for example. That's fine. But like do
that experience, go through what it
takes to do all those things. And if
along the way you don't know where
you're supposed to go next, don't make
people run over to your docs to figure
out where to go next. Like that makes no
sense. That's a really bad experience.
They're not going to like that. If they
have to read your docs at that point,
they're mad about it.
Exactly. As well, Matt, with that with
those docs, you know, most people just
have their docs in one language. And
WordPress is international, right? I
mean, this is worldwide, actually. And
so, but when you have video, even if
it's only in one language, I mean, I
could watch a Spanish video, but I can
see the screens and I can see where
they're going. And so, this is a visual
I can learn even if I can't understand
that language. Whereas if it's only the
language is only in Spanish in the
documentation, it's going to take me a
long time to read that is what I'm going
to tell you. So yeah, so having that
visual to go with it um helps. The other
thing is trade show booth
demonstrations, talking at conferences,
showcasing your product that way also is
again it's an in-person visual then,
right? You're showing it, you're right
there to answer questions. This also
will help you develop more
demonstrations for for more marketing
after that too. Y that's true. And
screenshots as well within your
documentation. A picture tells a
thousand words and is also international
as you say. Um and I also like to build
some sort of documentation into the
product itself. So let's say you've got
a settings page where settings may not
be
self-explanatory. Then you can add notes
underneath. You can add tool tips. There
are various things you can do. You can
make things appear conditionally based
on other settings to signpost people to
to use Matt's example to a different
page in Boo Commerce like great now
you've enabled that email. This is where
you go to edit the email's content or
something like that. So you need to
think about contextual documentation
which might have some read more links to
the relevant part of your actual
documentation but ideally it's all
self-explanatory within the product
itself.
Yeah, 100%. I mean, that's goes such a
long ways when folks first get a
product, especially a WordPress product
because in many ways now uh
nowaday uh you might not have a free
version anymore. Like a lot of folks are
not doing the free to pro um model
anymore. Sometimes folks are going
straight to pro um or you have a free
product but you're selling a pro product
and that experience is different. Well,
they haven't experienced that yet. So,
they go and they make a purchase and
then they add the pro in there and now
their experience is totally different
than what it was with free or there's
just or there's maybe additional screens
or something. Um, and they get in there
and then that experience in one way or
another is unsatisfactory. Well, you
just lost them. They're just like, I
just spent money on you and I don't like
this at all. This doesn't make any
sense. I don't understand. It's too
hard. Uh, you're making me feel like an
idiot. like that this is the kind of
feedback I've heard before. Um and uh
and it just changes the the whole way in
which um you're going to uh impact that
customer in the long term. Um they're
because they're they're not going to
like it. They're going to get a refund
and then they're going to tell their
friends too. They're like, "Don't don't
do that product. That product sucks." Um
and that's the worst. That's the worst.
That's to me that's why this subject is
so extremely important. uh making that
first impression in a way that really
matters that really impacts people in
the positive u is huge. It's just such a
big big
lifecher. Besides the product side
though I will say that I have had a lot
of experiences um with with customers
who you know let's just say let's take
cadence for example. Cadence is a is is
a lot. Cadence is a big thing. It's not
like a thing. It's a theme. It's a block
suite. It's a problock suite. It's a
conversion set. It's a um AB testing
tool. Uh it's it's a lot. Um and you can
start playing in there and finally like
get to a spot where where you really are
a little bit lost. We're like, I I know
it can do these other things. I just
don't quite know how to get there yet.
Um and so folks do reach out to our
support team. And the cadence support
team is just like 110 out of 100. they
really go uh bend over backwards and the
reviews that the Cadence team gets are
just like glowing reviews literally
today. Look, I I got to I got to pull
this one up real quick here. Uh we just
got this review on Trust Pilot today
that I have to read a little bit um
because it was so incredible.
Um one second, one second. One second.
There it is. Okay. Um, as someone
building a faith-based brand from the
ground up, I've interacted with many
platforms. WordPress, Woo Commerce, and
others, and help feels distant, and
support sends you to a maze of
tutorials. But Cadence WP, they sent me
Aaron Mariah and Carla Elaine. These are
two of our support people, customer
success person, and a support
supervisor. And these two women stood
out like Esther and Deborah. Gracious,
wise, and strong. It goes on and on. But
this woman was just like elated with the
customer support that she got. Um, and I
think because of that, she's going to be
a customer of Cadence for forever. Um,
and I mean, just to hear that kind of
praise. I don't uh Ezra and Deborah are
are prophetesses in the Old Testament.
It's like it's a huge compliment she
gave them. It was amazing.
Yeah. And Matt, to go along with with
that, I always suggest to uh customer I
mean clients to um create groups,
whether it be a Facebook group, a Slack
group, Discord group, whatever you want
for your customers to all join in
because and have and have a support
person in that group as well to help
answer questions as people have them. Um
but then you'll start to have your power
users out there will start answering
questions to your other users. And so
that actually creates that community
feel that is you know part part of what
is the big part of WordPress community
right is that community. Um and so you
utilizing community with your product as
well I think is also a thing that will
make it be a stronger product and and
and have a faster adaptability
100%. Um we need to make sure I hear
from you Robbie. What about some uh you
did share a little bit about this one
client that was 100 year old client um
not 100y old client client that's been
the business was around the company yes
they've almost been in business a
hundred years 98 years now at this point
um
yeah and and and like I said that to me
that was a it wasn't a WordPress example
per se but it was a very good example of
they were able to um we we we created
some video content content for them that
they were then able to utilize out there
with their current audiences and their
current dealer network and stuff to help
them get into another um in another
segment of their industry is really what
it was. Um and and that and and
utilizing visual content out there to do
that and help them drive into it. And
then they also then of course started
setting up landing pages to start
capturing emails for people who are in
that segment, things like that. um uh
from a WordPress product uh side of
things where we probably do the most
with that is OS training when we're
doing uh tutorials, video training on
different products. So you know like
maybe learn dash or um or even it could
be FileZilla something like that where
we are showing training of how to
utilize this. Now again our ours is to
teach people how to be web developers
out there and we know that a lot of our
customers or students rather on the OS
training side. Um a lot of them are
coming at a very beginner level and so
we're trying to showcase a product for
them but at a beginner level way and
then showing them how to actually use
that and we get contacted by a lot of
WordPress products out there to say hey
will you do a training course on my
product so that one they didn't have to
build it themselves they can just direct
them to that training. Um or sometimes
we get them where they ask for, hey,
will you white label do white label
training for us? And so we'll create the
training for them, but it all goes out
there under their name and on their
website and on their social media
platforms. Nice. That's great. I mean,
there's a lot of WordPress folks out
there that can use that kind of service,
honestly. Um the the training uh videos
are often um like an afterthought and
maybe not uh put enough uh strategy into
not enough uh u character and
personality into them sometimes
honestly. Um but they are so valuable
for sure. I I really love folks like
like Jamie Marslin's really great about
uh helping folks understand WordPress uh
and the Gutenberg editor a lot better.
he just comes alongside them in such a a
way that's really empowering and and
straightforward and simple and he always
is like, "Let's build this one thing.
Here's the thing we're going to build."
And he brings them there. Um and um I
think that's a really empathetic um and
uh and easy to access type of approach
for that type of thing. Absolutely.
Jaime's videos are great. Yeah, it's a
great example. Well, every episode we
wrap up with our best advice for all of
our audience. Um, and we typically think
of this like almost like an elevator
pitch. You know, you're at a word camp
and uh you're like seeing somebody going
the opposite direction. You're like,
"Hey, real quick, what's your best
advice on uh wowing early adopters?" Um,
you got like 30 seconds to tell them
what you think. Um, uh, so Robbie, you
want to go first? What do you think?
What is your best advice? What do people
What do you tell people when when
they're asking you, "How do I make a big
impact on my new customers?"
Um, and I and and kind of all the things
that I've been saying on here will be
what I'm going to include in this. But
my my elevator little uh talk to them
would just be, hey, make sure you've got
demonstrations. Make sure you worked
with some sort of focus group. Even if
it was just your friends to see how they
they were able to handle something so
that you can make those demonstrations
about your product even before you
release your product. Get it out there.
start building a hype showing people
what they're going to be able to do and
why they can't live without your product
and then they were going to be signing
up even for hey let me know when it's
available and that's what you really
want. Excellent. Love it. Katie, what
about you? Uh I would say don't assume
anything about your user. Think about
the journey from a user's perspective.
Get feedback from people as Robbie says
and really do that step bystep process
and think where might they get stuck,
where might they give up on your product
and really design it for the user. Love
it. My advice is to do an exercise of
thinking through all of the possible
frequently asked questions um as much as
possible. Um, you're going to ship a
product and it's not going to be perfect
and you know you're going to build some
more things to make it better and
better, but while those things aren't
there yet, people are going to ask about
them and maybe they're going to be
frustrated by them that the lack of that
feature. Um, but you need to be able to
have a solve in one form or another
right away. Uh, and there's going to be
other things where they're like, well,
how do I do this one thing? You know how
they should do that one thing. It's not
totally clear to them. You're going to
wow them with an amazing answer. Not
just like, "Hey, read my doc over here
about it." That's a crappy answer. They
don't want that. You're going to wow
them with a video or with a uh a real
explanation that walks them through it
and says, "Hey, I'm your friend. If if I
were you, this is how I would go about
doing it." Uh really come alongside and
impress them with uh empowering them to
have success with your product as
quickly as possible. So, in that list of
FAQs, you're going to either have this
is how I'm going to wow them with my
response or this is how I'm going to
help them overcome this lack of a
feature right now while I'm building
that feature so that I don't have to
deal with that for forever. U but every
single one of them is going to result
eventually in a satisfied customer
that's going to stay for the long term.
That's that's
me. Cool. Cool. Well, this is a great
conversation. And I really appreciate
you being here, Robbie. Thank you. Thank
you for having me on the talk. I love
it. WT product talk. WP product talks of
Yeah, it's a little early here where I
am, by the way.
Thanks for coming so early. Yeah. Yeah.
No worries. No worries. Thank you again
for having me on. This was a great show.
So well organized. I love it. I love it.
Thank you, Matt. Thank you, Katie. Yeah,
I appreciate
it. What are we doing next week? Oh, uh,
you know what? Next week actually um is
going to be maybe pre-recorded. Next
week, me and Katie and Zach and Amber,
we're all actually going to be at Press
Conf. Press conf is a big deal. Uh we're
excited about this conference. It's out
in Tempe, Arizona. Uh my good friend
Raquel has been organizing this for a
long time and uh she's really made
something really impressive. Uh and I'm
excited to be there. Um, I'm going to
try to pre-record something to talk all
about customer feedback and we'll launch
it out there next week. Um, if you don't
see it come out on Wednesday, then it'll
be a fast follow uh afterwards. So, um,
but we'll get it out there in one way or
another because customer feedback is a
big uh special one for sure.
Um,
yeah. And, um, yeah, go ahead Katie.
Okay. So, yeah, special thanks to Post
Status for being our green room. And if
you're enjoying these shows, uh, do us a
favor and hit like, subscribe, share it
with your friends in your newsletter.
Um, and don't forget to tune in whenever
we publish the next one, which will
hopefully be next week. Bye bye.
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