00:04:59 · Amir Movafaghi
[00:04:59] S2: Can impact a difference on that journey. When I left Twitter, we had grown from nearly a 100 employees to 4,500 employees. It was from close to zero to 2,000,000,000 in revenue. It was phenomenal, incredible growth that happened during that time. Biggest lesson was the impact that user experience had on the success of the company and this obsession around delivering a better product, a better user experience, and sort of like a... In a way, having that as a leading path into better monetization and better growth. Companies in enterprise software have invested quite a bit on technology, you know, better utility, building a better technology as like a first order of business. Being part of Twitter, it was getting a lot more closer to just how much the significance of making sure that you're always thinking of the user or the customer first before you go figure out everything else. Because without the value, without that ultimate experience that you're delivering that's creating value, everything else can feel much more femoral and much weaker foundation. I think, you know, in many ways, when you're part of a in great company that has a number of different opportunities to make an impact and connect and grow with, In many ways, you want to make sure that your skill set is, you know, rich enough and mature enough to be able to deliver a bunch of impact. But hopefully, if you're in the right position, you're also gaining a bunch of new knowledge and new tools. I think in many ways, the the growth comes from just having that sheer intellectual curiosity and a desire to make sure that you're influencing and impacting things that matter. And so biggest one is this constant ability to ask, am I doing the thing that is the highest impact work that I could be doing? Am I focusing on things that actually will drive and make a difference? And then usually, if you're in the right role and you have the right foundational skill set, then the rest of it will take care of itself. You'll figure out resources and who to tap into. It's one of the best parts of being in Silicon Valley is you pick up the phone and you can call so many people around us that have either experienced that exact same situation that you're in. One of the things that I always mention, people talk about like, hey, what's so special about Silicon Valley?
00:07:23 · Amir Movafaghi, Hannah Lee
Why, you know, would I move my company there? Why would we, you know, start a company, you know, in Silicon Valley instead of somewhere else? The... And the answer I give is when I started at Twitter, we're going through a bunch of new ish problems that we were experiencing. And at that time, I remember just through networking, finding out experts that were, you know, at Facebook or at LinkedIn or at Google, and you would reach out. And every single time, almost a 100% of the time, they were willing to jump on a call, and they're willing to collaborate, they're willing to give advice. And I think that was such a a phenomenal sort of validation of just how important it is to be in an environment where people are experiencing that same sort of growth ambition and experiences that they can impart and give to you as you're solving your problems in your company. Ad[00:08:19] S4: Do you use Calendly to book calls, Todoist to manage tasks, Trello to keep track of projects? What if I told you that you could do all these with one tool, but then it also integrates with all of the tools that I just mentioned? Hi, everyone. I'm Hannah from the EO team, and I'm here to introduce the game changing productivity tool, Akiflow. It's basically a smart combination of all the essential productivity features I need on the daily. First is the beautiful marriage of task management and time blocking. Akiflow has this interface where you can create a to do list just as you would in any task management tools, but you can also drag these certain tasks right into your calendar to the exact time of day.
00:08:19 · Hannah Lee, S0, S1, S3
Ad[00:08:19] S4: Do you use Calendly to book calls, Todoist to manage tasks, Trello to keep track of projects? What if I told you that you could do all these with one tool, but then it also integrates with all of the tools that I just mentioned? Hi, everyone. I'm Hannah from the EO team, and I'm here to introduce the game changing productivity tool, Akiflow. It's basically a smart combination of all the essential productivity features I need on the daily. First is the beautiful marriage of task management and time blocking. Akiflow has this interface where you can create a to do list just as you would in any task management tools, but you can also drag these certain tasks right into your calendar to the exact time of day. Ad[00:09:00] S0: This episode is brought to Ad[00:09:01] S1: you by Indeed. You're ready to level up your business, but the pressure to find the right person to make that happen is intense. Indeed sponsored jobs can help carry the load. Ad[00:09:11] S3: It boosts your job post Ad[00:09:12] S1: to help it reach quality talent fast. Cut through the chaos with Indeed sponsored jobs. Get a $75 sponsored job credit at indeed.com/podcast. Terms and conditions apply. Hiring now? Then this is a job for Indeed sponsored jobs.
00:09:12 · S1, Hannah Lee
Ad[00:09:12] S1: to help it reach quality talent fast. Cut through the chaos with Indeed sponsored jobs. Get a $75 sponsored job credit at indeed.com/podcast. Terms and conditions apply. Hiring now? Then this is a job for Indeed sponsored jobs. Ad[00:09:29] S4: I find this particular visualization of to dos and schedules side by side very helpful in prioritizing my work, carving out chunks of focus time needed for video editing. Blocking time here syncs with all of my other connected apps such as Slack, Calendly, and more. Secondly, it's the magical command bar, the go to shortcut for all features within Akiflow. Instead of navigating the app manually, I simply click on the command bar to command what I wish to perform. For example, let's just say that we confirmed an interview filming and I want to put that in my calendar. I could just set that up manually on a Google Calendar or I could simply go ahead and type, Akiflow founder interview filming on October 28 from 12PM to 3PM, and there's my schedule. We've been using it to keep track of our hectic filming and traveling schedules every day.
00:10:23 · Amir Movafaghi
[00:10:23] S2: Okay. At one point, Mixpanel, we were churning almost half of our customers every year. And it was this place where as a company that's growing fast, you know, in some ways that can... That metric can be overlooked. You're like, hey. We're still we're still growing. Things are still great. And, you know, you would show up and and look at these numbers, and you wouldn't even blink. You're like, yeah. We just had, like, half of our customers, like, walk out the door, but it's not a big deal because we're getting so much more and we're still growing. But in many ways, it was a time where we really came together and said, look, churning half the customers is a major, major problem in that we are clearly not driving and delivering the value as a company that we need to. And even though, you know, we... We're still growing, we have to go back and address churn as a way of making sure we have sustainable growth over time, and that product needs to kinda get to this level of maturity over time. And, you know, the problem was actually... This one was quite difficult because we were initially just trying to find, like, easy answers. You know, maybe this is a segment problem. Like SMB has higher churn. Maybe we just need to go to enterprise, and that'll be the fix to all of our problems. But the reality was much more complicated and nuanced. And what it required was a very, very diligent way of, again, segmenting and understanding the behavior from different customers in different segments, and then being able to really narrow in on the reasons, it it so happened that there wasn't one answer. You know, it wasn't one thing. It was a set of a bunch of different things that we needed to do, and the list was quite overwhelming. The way that we came at it was instead of putting some crazy insane kind of goal for where we wanted to be in a in a in a year time, we acknowledged that retention was a lagging indicator, that it would take time for us to really move instead, we said, is the single kind of proxy leading indicator we can grab that would inspire the team, get them excited about making the right set of improvements, in moving retention in the right direction? And then we shifted our focus to NPS, user NPS. We said, look. If we are able to improve user sentiment, that's a much faster in product signal we're gonna get from our users.
00:12:40 · Amir Movafaghi, S0, S1, S3
That starts going up, then we know we can kinda move the dial on on retention over time. And so that's where our journey began. And we literally made a, you know, a series of categories of different priorities. We had a series of things that we're gonna go out and and tackle, And everyone in the company from go to market to EPD sort of had this core mission to go out and get this done. And the result was really incredible. We were in single digits NPS at the time, and we were able to move that 10 points every single year. And by the time we did our series c, we were at 50. And this past spring, we almost touched 60, which is really, like, now kinda consumer grade category. And then retention went from, you know, 50 to close to 90% as a result, which I think, again, speaks to this ability to establish real feedback loops that allow Ad[00:13:30] S0: This episode is brought to Ad[00:13:31] S1: you by Indeed. You're ready to level up your business, but the pressure to find the right person to make that happen is intense. Indeed Sponsored Jobs can help carry the load. Ad[00:13:41] S3: It boosts your job post to Ad[00:13:42] S1: help it reach quality talent fast. Cut through the chaos with Indeed sponsored jobs. Get a $75 sponsored job credit at indeed.com/podcast. Terms and conditions apply. Hiring now? Then this is a job for Indeed sponsored jobs.