I bribe customers to talk to me

A PostHog customer success manager describes using concise, personalized, humorous outreach to engage customers who are otherwise operating independently and may ignore routine vendor communication. Drawing on writing experience and social media skills, the manager shares examples that prompted calls or ongoing conversations, including offers of merchandise, tailored references to customer interests, prebuilt dashboards, recognition for high product usage, and playful messages. The approach emphasizes providing value, acknowledging customer activity, and avoiding conventional corporate language, which the author argues can make outreach more memorable and effective. Although merchandise incentives sometimes help, the author believes the informal tone and creative personalization are the main reasons customers respond, extending the strategy to unusual follow-ups such as sending a care package to an unresponsive company.

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