Download - KPI driven growth
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KPI driven growth
@nilanp
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Helped startups get to traction
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TransferWise is the leading global platform in international money transfers
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£3bn@nilanp
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£135m@nilanp
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300+ routes@nilanp
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How TransferWise was born
@nilanp
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How we grow
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Evangelism is the biggest driver of growth
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We’ve systemised Word of Mouth
growth using NPS
@nilanp
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Would you recommend us to your friends?
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Detractors Neutral Promoters
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Would you recommend us to your friends?
1 2 3 4 5 6 7 8 9 10
Detractors Neutral Promoters
TotalPromoters - Detractors
= NPS
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@nilanp
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@nilanp
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@nilanp
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@nilanp
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@nilanp
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If promoters > detractors we WILL
grow
@nilanp
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N.B. This is not easy
@nilanp
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It works ! (But barely)
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It works ! (But barely)
It works withno significant issues !
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It works ! (But barely)
It works withno significant issues !
It works. Wow that was slick
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It works ! (But barely)
It works withno significant issues !
It works. Wow that was slick
You’ve just blown my socks off that was incredible
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What drives recommendation ?
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Rational Emotional
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Rational Emotional
Product Brand
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Rational Emotional
• Speed• Cost• Currencies• Convenience
• Brand
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Rational Emotional
• Speed• Cost• Currencies• Convenience
• Ownership• Pride
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Ownership + Pride = Evangelism
@nilanp
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How do we operate ?
@nilanp
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We work in autonomous independent teams focused on KPIs that make our customers happy and drive our growth
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60@nilanp
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301@nilanp
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TEAM CURRENCY
KPI: Currency volume
@nilanp
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TEAM Virality
KPI: Viral co-efficient
@nilanp
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Fee Credit
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146043
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Fee Credit
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TEAM BUZZ
KPI: Number of customers through word
of mouth
@nilanp
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Tooling
@nilanp
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BUILD YOUR OWN
@nilanp
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Team’s need to build their metrics.
In order to own their metrics
@nilanp
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Learning
@nilanp
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Each team is a learning organisation, trying to
understand what matters to a customer, how to change behaviour and drive growth
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Our biggest challenge ? How to incentivise learning and failing
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Onwards