Get the latest tech news

If your customers don't talk, NPS is a vanity metric

Word of mouth is a hell of a growth lever, but only when it works. It’s now become almost universal to send your customers an NPS survey and—hopefully—use your scores in the high 80s to show how well you’ll grow organically. Truth is, this only works

If someone goes out of their way to tell you about a product based one a weak thread in the conversation, you’ve got a good chance at rapid organic growth. This is still a good outcome for your product, but in this situation your growth factor has a bottleneck based on how often a potential customer is seeking a new solution. Display ads are the opposite, you can show them to a lot of people but they need to be much more compelling to generate a click because you need to both communicate the problem and hint that you can solve it.

Get the Android app