How to drive growth by delighting users
summary
Company moves ~£100bn with 30M customers and attributes 70% word of mouth to growth. Specific moves: KYC backlog hits five days vs a three‑day expectation so service is closed until backlog reaches “zero,” reopening drives NPS from ~40 to much higher and yields a 65% year‑on‑year lift in high‑value transfers. Methods used: NPS, targeted surveys, interviews and analytics. Surprise wins include refunding thousands (some as small as £0.08) that spikes trust and social buzz.
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chapters (11)
- 0:00Introduction
- 1:46Introducing Wise and mission
- 4:57Defining great products
- 8:06Word-of-mouth growth
- 10:15User needs framework
- 13:22Exceeding expectations
- 14:49Case study: High amount transfers
- 21:18Case study: Unexpected refunds
- 24:54Key takeaways
- 25:42Q&A
- 39:12Closing remarks
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