I rated the NPS a 10. Then I left.

I raved about "Waterly" to everyone.

Then their competitor shipped an AI feature. So I left.

Classic AI-gap-we-need-to-move-faster story, right?

Actually, it wasn't really about the feature. Because just 2 weeks later, "Waterly" shipped the same AI feature.

It wasn't an AI gap, it was a communication gap.

And that's one of the best ways to solve for the craziness of AI-gap-we-need-to-move-faster:

Ep. 2: Why accounts churn even after you shipped the AI feature they asked for | Ft. Michelle Green, Director of Product at Cohley

Ideas from this episode you don't want to miss:

(01:45) The one-line response that would've kept Nikki from leaving a product she loved

(03:56) Why "we adopted AI" counts for nothing to the customer who's about to cut you (and what actually moves the needle)

(05:05) How Cohley's AI works for their brands, their creators – and their bottom line, all at the same time

(08:13) The counterintuitive reason your most loyal customers understand your product the least

(13:03) Michelle's Kanban mental model for customer engagement (and the "done" trap to watch for)

Watch on your favorite platform:

Like a different platform? Find it here.

Catch the change,

Nikki

How was this episode? 🔥 Good stuff · 😐 Decent · 🥱 Lost me

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