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The scariest things in customer lifecycle aren't ghosts. It's when... 👻 99% of new users churn before seeing value 👻 Your CEO wants a 51-step product tour 👻 Sales is cold-calling 100% of new signups Welcome to the Haunted House of Customer Lifecycle. What actually keeps lifecycle teams up at night are the invisible moments where users disappear. That could be the 3-second pause before they click "Get Started" (and ghost forever). Or the point where they need help but your help docs are a labyrinth Whatever they are, these mini-moments aren't in your dashboard. But they're bleeding revenue. I want to help you exorcise these UX demons. On October 30th (this Thursday) at 12 PM ET, I'm joining Miranda Johnson from Breezeway, Page Lindsey, MBA from North One, and Ryan Barry from Appcues to help you do that. We're opening up about: • How to spot the "sub-moments" that predict churn before it happens • How to fix the leaks without rebuilding your entire journey • How to shift from lagging metrics to leading indicators that actually matter No playbooks you'll never use. No one-size-fits-all BS. Just the messy truth about building customer journeys that don't leak. Save your spot here: https://lnkd.in/gki5Efzt — What's the scariest moment in YOUR customer journey right now? Let me know below.

Join Miranda Johnson , Ramli John ⭐️ , Page Lindsey, MBA and I next Thursday to talk about how you can ID key moments in your customer journey and turn them into growth levers for your business (link in comments)

Customer journeys = chaos (and that’s okay). I can’t wait to join Appcues, Ryan Barry, Page Lindsey, MBA and Ramli John ⭐️ to talk about what really happens between onboarding and adoption. 👇 Link to join us in the comments!

You didn’t take this job to chase devs and send ‘just checking in’ emails. But here you are. Buried in tools, blocked by backlog, product onboarding project still stalled. Stop stretching too thin. In *User Onboarding 101*, you’ll learn how to: - Identify the aha moment your users need, - Strip out onboarding momentum killers, - Build flows that trigger at exactly the right moment. Get unstuck. Get onboarding that works. 🎓 Enroll in User Onboarding 101 today.

For most of my career, I was the youngest in the room. At 22, I was working alongside people in their 40s. By 27, I was a VP leading teams where every direct report had more experience than I did. I had to move fast. Ask a lot of questions. Admit what I didn’t know and learn out loud. That mix of hustle, humility, and curiosity became my edge. But recently, someone called me “old.” And weirdly, it landed—because something has shifted. The more experience I collect, the easier it is to stop questioning, and assume I’ve seen this before. To lean too hard on the pattern. Experience is powerful, but it’s also tricky. It gives you speed, but it can quietly chip away at your curiosity. The best leaders I know hold both. They use pattern recognition and first principles thinking. They lead with experience and curiosity. It’s not either-or. It’s knowing when to zoom out to spot the pattern and when to zoom in to challenge it. Ever catch yourself running on default like that?

User onboarding is like hosting the neighborhood BBQ. Your job? The ultimate party host. Keep the hype going and the vibe high, while setting expectations for your guests at the same time. That’s how you get the on-the-fencers to show up and buy in. Who knows; they might even bring beer koozies of their own. Remember: you set the tone for what happens next.