These are the slides that Nilan Peiris presented at our Growth Hacking Conference in London. Nilan is the VP Growth at TransferWise and previously drove growth at HouseTrip and Holiday Extras.
Before focusing on NPS driven growth, make sure product is really working.
When you are ready to focus on NPS driven growth, here are the four principles that matter:
1) Supply is usually your biggest scaling lever
2) Systemically improve the experience of your customers
3) Focus on NPS and your business will grow
4) Once product is growing add marketing
The NPS section of the slides starts at slide 29
Sean Ellis
Here's the NPS report for GrowthHackers if you're curious: https://app.qualaroo.com/share/1401ac01ab
demetrius michael
@sean possible to republish? I've always been interested in this.
Sean Ellis
Just noticed your comment @dem_z . The NPS report for GrowthHackers is working now. Thanks for heads up that it had been disabled.
Jason Meresman
This deck from @nilanp is a must-read regardless of the business model you work with. Growth fundamentals for ecommerce, marketplace and SaaS are all covered in this deck.
andrew gale
Normally I just scan through slides but this was a really good slide deck. Wish I could of seen the presentation!
Nilan Peiris
Thanks @agale reach out if you have any questions
Morgan Brown
Slide #30 is the money slide here:
1. Supply is the thing you have that your customers want. You must have that thing to be at all successful. It is table stakes. On Growth Hackers our supply is ultimately knowledge to make you successful as a marketer. That comes in the form of curated content, discussions, answers to questions and unique content we create. Supply is the raw material for growth.
2. Improving experience by curating supply. This is really about building and improving the must-have experience.
3. This is about iterating to get that product/market fit, where the core product value, positioning, overall experience, etc. make the product a must-have. Here you're growing that niche of people who absolutely love your product and using them to fuel early growth. This is Sean's transition to growth stage of the Startup Pyramid.
4. This maps to the top of Sean's Pyramid, the growth part, where once you have a really strong base of loyal users and worked out how the product resonates and matters to people and what the pricing/experience/etc. needs to be to make sense, then you start to pour resources on to it to scale it up.
Great deck and one that is a must-have in its own right!
Everette Taylor
One of my favorite talks of the day at the conference.
Loved the slides with the guys from The Wire trying to approach the venture capitalist.
"if promoters > detractors you WILL grow"
AJAY BAM
Great Deck. Love the way "supply" has been explained in the deck!
Nilan Peiris
thanks ! did you find it useful ?
Matt Diederichs
If anyone wants to watch @nilanp give this talk live - he was kind enough to share the link with me via Twitter: https://www.youtube.com/watch?v=GwqxS7Zqb1s
Timo Fritsche
Thanks for sharing, Matt! I unfortunately missed the conference in London this year, you made my day :)
Matt Diederichs
@nilanp Glad to hear it! We (I work at Hootsuite) just put Qualaroo in place to ramp up our NPS measurement effort - that'll be a big focus for us in 2015. I'm doing as much digging on NPS in the startup space as I possibly can :)
ps - thanks for sharing GH NPS @sean!
Matt Diederichs
ps - @nilanp your social platform stack is pretty interesting! That was the first I'd seen desk.com, neat tool.
Nilan Peiris
THanks @mattdiederichs ping me if u want to chat
dave rigotti
I struggle with response rates. Our product integrates in Salesforce so we don't have much opportunity (it at all) for in-app NPS. What are some tips for increasing NPS response rates?
Nilan Peiris
Hey @drigotti recommend incorporating it as part of your core transaction flow - normally on the success page seems to work best
dave rigotti
@nilanp I guess it's a little tough for us as we're an enterprise SaaS app, so there isn't much of a transactional step as sales does the setup for the customer.
nuriel zuaretz
excellent slides. thanks a lot!
Jordan Axani
This is excellent, thanks for sharing!!
Regis Chakabva
Anyone has slides for this post? Can't see the deck