How Wistia Keeps Customers in The Loop

How do you create a consistent process for keeping customers up-to-date on product updates?

Here are two tactics I’ve seen from Wistia.

1️⃣ Monthly Product Spotlight

Every month, Wistia publishes an article with every new feature they released.

• The articles are easy to read with lots of product visuals
• Every article includes a video walk-through
• The videos are also repurposed to reach customers on email and LinkedIn

2️⃣ Q&A Town Hall

I attended Wistia’s first Town Hall webinar today. From the sounds of it, this will become a regular event hosted by their co-founders to give customers a look at what's been shipped and what may be coming soon.

• It felt unscripted and more personal, like a look behind the curtain
• It included a lengthy Q&A where customers provided a ton of feedback
• They hosted it in their own Wistia Live platform — a great way to let customers experience the product as an attendee.

I like tactics like this because they build a consistent process for keeping customers informed about the product. Once you get into a rhythm they get easier to repeat and perfect every month.

Check out Wistia’s Product Spotlight articles

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