Field Notes vi
of new accounts open the third email, up from 41% last quarter.
0%
Long-form interviews
0
Teams shadowed
0
Insight #1

### Trust is the onboarding

Customers do not churn on day one because the product is hard. They churn when the early messages feel generic.

Insight #2

### Power users dread upgrades

The most engaged users value predictability. Keep upgrade narratives explicit and avoid surprise resets.

Insight #3

### Support is product

Half of feature requests are discoverability issues. Documentation and UI clarity lower roadmap noise.

## The curve bends around day three.

Cohorts with a written welcome plus a human follow-up retain roughly 2x better than template-only cohorts by day 90.

Templated welcome
Written welcome
Written + human reply
April 29, 2026
Field Notes · Vol. III