𝐂𝐨𝐧𝐟𝐞𝐬𝐬𝐢𝐨𝐧: I stalk our users.

Not in a creepy way…(ok maybe a 𝘭𝘪𝘵𝘵𝘭𝘦 😅)
But in a product obsessed, ethical way.

In Retool’s early days, David Hsu said they’d catch issues and proactively reach out before users even had a chance to complain.

That stuck with me… and I thought: why aren’t we doing this?

So now:

👉 user stuck? no “aha”? slack pings me their info

👉 I watch their session replay (that red squiggly line is their cursor)

👉 then I iMessage them with context, solutions, and a ready list

The results? Pure gold.
It’s reshaping how I approach product iterations.

Forget guessing why a user didn’t go from A → B.
Forget cold “can I get 15 minutes?” calls.

I know exactly what they were trying to do.. because I watched it.
When I reach out, it’s not a generic “hey, how are you liking it? any feedback?”

It’s a contextual message:

⚡ knowing exactly what they were trying to do

⚡ acknowledging they didn’t quite get there

⚡ and then getting them there

Product-led growth sounds nice. But the real unlock is knowing exactly why users didn't hit bottom funnel, not iterating blindly on self-serve flows.