customer satisfaction

This week Liz Truss has embarked on the press tour of a lifetime with her new book, Ten Years to Save the West: Lessons from the only conservative in the room. She's been casting blame from the UN to the Bank of England for the failure of her time in office, but does she really believe what she's saying? And how might this affect her standing in the next general election?

Anoosh and Rachel also ask Freddie about his recent trip to the National Conservatism conference in Brussels with the likes of Nigel Farage, Suella Braverman, Éric Zemmour, Viktor Orbán, and the Belgian police.

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Saagar and Ryan discuss the TikTok ban or sale bill passing the House, judge tosses Fani Willis Trump charges, RFK Jr considers Aaron Rodgers for VP, Ben Shapiro owned by facts and logic on social security, Elon Musk terminates Don Lemon X contract, and former Ambassador Dan Foote joins predicting a Haitian revolution. 

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For two years, the Russian president Vladimir Putin has been waging a brutal conflict in Ukraine - the bloodiest in Europe since the Second World War. But after tens of thousands of deaths on both sides who has the upper hand? What is life like in Ukraine, and Russia, today? And when will the killing end? The Global News Podcast and Ukrainecast have come together to answer your questions.

Megan Cook is the head of product for Atlassian’s Jira software, which is used by 75% of Fortune 500 companies, has over 125,000 customers globally, over 15 different products, and is by far the most popular project management tool in the world. Megan has been at Atlassian for just under 11 years, and before this role, she was an analyst, a developer, and an Agile coach. In our conversation, we discuss:

• How to get buy-in for your ideas

• The value of starting small

• How, and why, creating space for play is so essential

• How Jira stays ahead of endless competition

• Atlassian’s approach to launching new product lines

• Tactical tips for making remote work, work

• A personal failure and the lessons learned from it

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Find the transcript for this episode and all past episodes at: https://www.lennyspodcast.com/episodes/. Today’s transcript will be live by 8 a.m. PT.

—

Where to find Megan Cook:

• X: https://twitter.com/meganwcook

• LinkedIn: https://www.linkedin.com/in/cookmegan

—

Where to find Lenny:

• Newsletter: https://www.lennysnewsletter.com

• X: https://twitter.com/lennysan

• LinkedIn: https://www.linkedin.com/in/lennyrachitsky/

—

In this episode, we cover:

(00:00) Megan’s background

(03:50) Creating space for play and psychological safety on teams

(07:36) Peer feedback groups

(10:30) Sharing stories of failure

(13:33) The “10 dollar” game for priorities

(15:24) Advice on making remote work, work

(24:16) Getting buy-in for your ideas

(28:33) The importance of staying open-minded

(34:05) A quick summary of how to get buy-in

(36:45) Fighting the good fight

(38:15) Identifying customer pain points

(43:04) Starting small and showing success

(46:08) Launching new product lines

(53:35) Atlassian’s gated process for new product ideas

(58:00) How Jira stays ahead of competitors

(01:04:28) Learning from failure

(01:08:30) Fight club

(01:10:08) Lightning round

—

Referenced:

• Jira: https://www.atlassian.com/software/jira

• Atlassian: https://www.atlassian.com/

• Bitbucket: https://bitbucket.org/product

• Ben Crowe on LinkedIn: https://www.linkedin.com/in/ben-crowe-67299714/

• Ash Barty on X: https://twitter.com/ashbarty

• Atlassian’s blog, Work Life: https://www.atlassian.com/blog

• Lessons learned: 1,000 days of distributed at Atlassian: https://www.atlassian.com/blog/distributed-work/distributed-work-report

• New research: How to make time for the work that matters: https://www.atlassian.com/blog/distributed-work/calendar-redesign-experiment

• Atlas: https://www.atlassian.com/software/atlas

• Confluence: https://www.atlassian.com/software/confluence

• Lenny’s swag store: https://lennyswag.com/

• What is CSAT and how do you measure it?: https://www.qualtrics.com/experience-management/customer/what-is-csat

• The UX research reckoning is here | Judd Antin (Airbnb, Meta): https://www.lennyspodcast.com/the-ux-research-reckoning-is-here-judd-antin-airbnb-meta/

• Charlie Sutton on LinkedIn: https://www.linkedin.com/in/charliesutton/

• Nokia 6100: https://en.wikipedia.org/wiki/Nokia_6100

• Compass: https://www.atlassian.com/software/compass

• Jira Product Discovery: https://www.atlassian.com/software/jira/product-discovery

• Canva: https://www.canva.com/

• Inspired: How to Create Tech Products Customers Love: https://www.amazon.com/INSPIRED-Create-Tech-Products-Customers/dp/1119387507

• Scaling People: Tactics for Management and Company Building: https://www.amazon.com/Scaling-People-Tactics-Management-Building/dp/1953953212

• Foundation on AppleTV+: https://tv.apple.com/us/show/foundation/umc.cmc.5983fipzqbicvrve6jdfep4x3

• Foundation book series: https://www.amazon.com/Foundation-3-Book-Boxed-Set-Empire/dp/0593499573

• Traeger smoker: https://www.traeger.com/shop/wood-pellet-grills

—

Production and marketing by https://penname.co/. For inquiries about sponsoring the podcast, email podcast@lennyrachitsky.com.

—

Lenny may be an investor in the companies discussed.

Geoffrey Moore is an author, speaker, and advisor, widely known for his seminal book Crossing the Chasm: Marketing and Selling Disruptive Products to Mainstream Customers, which many consider the most important book ever written on go-to-market strategy. Moore’s work is focused on the market dynamics surrounding disruptive innovations, and how one overcomes the challenge of transitioning from serving early adopters to the mainstream. In this episode, we discuss:

• What “crossing the chasm” means

• What steps to take before you try crossing the chasm

• The importance of winning a marquee customer

• The role of executive sponsors in the sales process

• The differences between visionaries and pragmatists, and how to build for each

• Geoffrey’s four go-to-market playbooks based on stage: Early Market, Bowling Alley, Tornado, and Main Street

• The problem with discounting before crossing the chasm

• “Deadly sins” to avoid when crossing the chasm

—

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Find the full transcript at: https://www.lennyspodcast.com/geoffrey-moore-on-finding-your-beachhead-crossing-the-chasm-and-dominating-a-market/

—

Where to find Geoffrey Moore:

• X: https://twitter.com/geoffreyamoore

• LinkedIn: https://www.linkedin.com/in/geoffreyamoore/

• LinkedIn posts: https://www.linkedin.com/in/geoffreyamoore/recent-activity/articles/

—

Where to find Lenny:

• Newsletter: https://www.lennysnewsletter.com

• X: https://twitter.com/lennysan

• LinkedIn: https://www.linkedin.com/in/lennyrachitsky/

—

In this episode, we cover:

(00:00) Geoffrey’s background

(04:03) What people often get wrong about Crossing the Chasm

(05:58) Finding your beachhead segment

(09:29) The four inflection points of the technology adoption lifestyle

(15:45) Geoffrey’s bonfire and bowling alley analogies

(18:36) Steps to take before trying to cross the chasm

(22:19) Signs you’re ready to cross the chasm

(25:19) Advice for startups on where to start

(27:31) Thoughts on venture capital

(27:53) A general timeline for crossing the chasm

(30:52) What exactly is the “chasm”?

(32:35) The difference between visionaries and pragmatists

(36:05) Finding the compelling reason to buy

(43:45) The Early Market playbook

(45:46) The Bowling Alley playbook

(48:39) Different sales approaches for early market and bowling alley

(51:26) Changing the value state of the company

(53:28) The Tornado playbook

(57:35) Why combining playbooks doesn’t work

(59:10) Using generative AI in different market phases

(01:03:02) The risks of discounting

(01:04:21) Other “deadly sins” of crossing the chasm

(01:09:09) Positioning in crossing the chasm

(01:10:36) Product-led growth and crossing the chasm

(01:13:54) The challenges of software and entrepreneurship

(01:16:35) How Geoffrey’s thinking has evolved

(01:19:30) The importance of entrepreneurship and impact

(01:20:42) His book The Infinite Staircase

(01:23:58) Connect with Geoffrey Moore

—

Referenced:

• Crossing the Chasm: Marketing and Selling Disruptive Products to Mainstream Customers: https://www.amazon.com/Crossing-Chasm-3rd-Disruptive-Mainstream/dp/0062292986

• Oracle: https://www.oracle.com/

• Documentum: https://www.opentext.com/products/documentum

• Figma: https://www.figma.com/

• Notion: https://www.notion.so/

• Salesforce: https://www.salesforce.com/

• Intel: https://www.intel.com/

• Jason Fried challenges your thinking on fundraising, goals, growth, and more: https://www.lennyspodcast.com/jason-fried-challenges-your-thinking-on-fundraising-goals-growth-and-more/

• The Mayo Clinic: https://www.mayoclinic.org/

• Coda: https://coda.io/

• An inside look at how Figma ships product: https://coda.io/@yuhki/figma-product-roadmap

• Dylan Field on LinkedIn: https://www.linkedin.com/in/dylanfield/

• Regis McKenna on Crunchbase: https://www.crunchbase.com/organization/regis-mckenna-inc

• Andrew Grove: https://en.wikipedia.org/wiki/Andrew_Grove

• A step-by-step guide to crafting a sales pitch that wins | April Dunford (author of Obviously Awesome and Sales Pitch): https://www.lennyspodcast.com/a-step-by-step-guide-to-crafting-a-sales-pitch-that-wins-april-dunford-author-of-obviously-awesom/

• Sales Pitch: How to Craft a Story to Stand Out and Win: https://www.amazon.com/Sales-Pitch-Craft-Story-Stand/dp/1999023021

• B2B Go-to-Market Playbooks and the Technology Adoption Life Cycle: https://www.linkedin.com/pulse/b2b-go-to-market-playbooks-technology-adoption-life-cycle-moore/

• Juniper: https://www.juniper.net/us/en.html

• Sal Khan on LinkedIn: https://www.linkedin.com/in/khanacademy/

• Khan Academy: https://www.khanacademy.org/

• How the Star Wars Kessel Run Turns Han Solo Into a Time-Traveler: https://www.wired.com/2013/02/kessel-run-12-parsecs/

• Atlassian: https://www.atlassian.com/

• Martin Casado on LinkedIn: https://www.linkedin.com/in/martincasado/

• The Infinite Staircase: What the Universe Tells Us About Life, Ethics, and Mortality: https://www.amazon.com/Infinite-Staircase-Universe-Ethics-Mortality/dp/1950665984

—

Production and marketing by https://penname.co/. For inquiries about sponsoring the podcast, email podcast@lennyrachitsky.com.

—

Lenny may be an investor in the companies discussed.

The apparel industry - be it high fashion or everyday wear - is a crowded and noisy market to crack. Just think about the sheer number of athletic shoes or jeans available at both ends of the price spectrum! So conventional wisdom is: to stand out, branding is really important. But for Christina Carbonell and Galyn Bernard, the co-founders of the children's clothing line Primary, branding was the last thing they wanted on their designs. The two women bucked other industry conventions, too: they only sell basic building-block pieces, using bright colors, in styles that hardly change year after year. No glitter. No cartoons. No pithy sayings. And no gender differentiation: the clothes are categorized as either babies or kids. Despite early struggles, eight years after launching in 2015, Primary is now a profitable company with annual sales over $50 million.

This episode was produced by Casey Herman, with music by Ramtin Arablouei

Edited by Andrea Bruce, with research help from Chris Maccini.

You can follow HIBT on Twitter & Instagram, and email us at hibt@id.wondery.com.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The Labour Party has a talent for losing elections. Over the last century, it has held office for just 33 years and has produced just six prime ministers. The Conservatives, by comparison, have held office for 67 years and produced 14 prime ministers. It is the burden of history that explains Labour’s caution at the outset of this election year.

Senior editor George Eaton joins associate political editor Rachel Cunliffe in the studio to discuss why Team Starmer are refusing to believe the hype around them.

Submit a question:

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Rivian’s all-electric vehicles have been in high demand thanks to their unique look and handy features. But soon after hitting the market, a series of supply chain snarls led to a backlog of orders and a retreat by key investors. Undeterred, Rivian CEO RJ Scaringe has focused on ramping up production and has big plans for the company’s future — including the release of a new mid-size SUV in 2026.

This week on How I Built This Lab, how Rivian continues to shape the rapidly evolving electric vehicle market. Plus, Rivian’s plans to expand charging infrastructure across the U.S. and RJ’s strategies for leading through challenging times. 

And don’t forget to check out Rivian’s origin story from September 2022.

This episode was produced by Katherine Sypher with music by Ramtin Arablouei.

It was edited by John Isabella with research by Katherine Sypher. Our audio engineer was Neal Rauch.

You can follow HIBT on X & Instagram, and email us at hibt@id.wondery.com.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Warby Parker co-CEOs Neil Blumenthal and Dave Gilboa broke their scrappy startup into the eyewear industry in 2010—putting legacy manufacturers on notice by offering stylish glasses at much lower prices. But having since gone public and facing pressure from digital landlords and changing technology, Warby Parker now faces a new set of challenges and unknowns...

This week on How I Built This Lab, Neil and Dave share insights on leading a public for-profit company with a social mission. Plus, why brick and mortar is essential to the business, despite starting as a direct-to-consumer brand, and how artificial intelligence will change eyecare as we know it.

Also, check out Warby Parker’s founding story told by Neil and Dave in December 2016.

This episode was produced by Sam Paulson with music by Ramtin Arablouei.

It was edited by John Isabella with research help from Kerry Thompson. Our audio engineer was Patrick Murray.

You can follow HIBT on X & Instagram, and email us at hibt@id.wondery.com.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Today Lewis sits down with the incredibly inspiring Alex Hormozi, a first-generation Iranian-American entrepreneur who has made an extraordinary leap from starting a small brick & mortar business to becoming a multi-millionaire through scaling and exiting multiple companies. Hormozi shares his personal journey and the profound insights he's gained along the way, emphasizing the transformative power of working smarter and with more dedication. He opens up about his goal to reach beyond billions, not just for the sake of wealth, but as a testament to his evolving approach to business and the deep pride he takes in giving his all.

In this episode you will learn

• Effectively utilizing money can help avoid pain, even though it doesn't directly buy happiness.
• With the right mindset and dedication, virtually every skill and aspect of life can be trained and improved.
• Prioritizing learning over earning is important in the early stages of a career or business venture.
• Taking initiative and helping oneself creates opportunities for others to offer support and assistance.
• Achieving excellence in today's world is more accessible and affordable than ever before.

For more information go to www.lewishowes.com/1537

For more Greatness text PODCAST to +1 (614) 350-3960

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Nilan Peiris is Chief Product Officer at Wise, one of the fastest-growing (and profitable) tech companies in the world. Wise allows anyone to send money in more than 60 currencies to over 160 countries at low cost, and throughout its history has grown primarily through word of mouth. In today’s episode, we discuss:

• Tactical advice on driving word of mouth (WOM)

• Strategies for measuring WOM

• How NPS surveys helped Wise determine their growth and product strategy

• How Wise incentivizes teams to do the hard things

• The small change that generated a 3x increase in referrals

• How Wise structures its product and growth teams

—

Find the full transcript at: https://www.lennyspodcast.com/how-to-drive-word-of-mouth-nilan-peiris-cpo-of-wise/#transcript

—

Where to find Nilan Peiris:

• Twitter/X: https://twitter.com/nilanp

• LinkedIn: https://www.linkedin.com/in/nilanpeiris/

—

Where to find Lenny:

• Newsletter: https://www.lennysnewsletter.com

• Twitter/X: https://twitter.com/lennysan

• LinkedIn: https://www.linkedin.com/in/lennyrachitsky/

—

In this episode, we cover:

(00:00) Nilan’s background

(03:27) A brief overview of Wise

(06:11) How word of mouth is measured

(07:56) Why Wise leaned into WOM

(10:21) Why Wise built their WOM motion using the NPS method

(16:13) How WOM solves trust problems

(18:55) How to get to 9 or 10 on the NPS scale

(20:51) Determining what will wow users

(21:31) Common missteps companies make when trying to drive WOM

(23:24) Using the “working backward” method at Airbnb

(25:45) How Wise is able to offer drastically lower money transfer fees

(27:51) The three costs associated with moving money

(32:02) Rational vs. irrational reasons behind recommendations

(34:11) Prioritizing customer happiness

(38:14) How Wise approaches experimentation

(46:11) Thoughts on performance reviews and general analysis

(48:06) How Wise provides a 10x better banking experience

(51:57) Advice on how to approach word-of-mouth marketing

(53:47) Building a culture of doing hard things

(55:59) The macrostructure of international banking and where Wise fits in

(57:54) How Wise solves for local regulations in their onboarding flow

(1:01:49) How Wise structures teams

(1:03:26) The small change that generated a 3x increase in referrals

(1:08:01) Nilan’s philanthropic endeavors

(1:09:13) Lightning round

—

Referenced:

• Wise: https://wise.com/us/

• Henry Chen on LinkedIn: https://www.linkedin.com/in/henry-h-chen/

• About NPS: https://www.productboard.com/blog/the-power-of-nps-in-your-product-strategy/

• How Snow White helped Airbnb prove that storytelling is the most important skill in design: https://uxdesign.cc/how-airbnb-proved-that-storytelling-is-the-most-important-skill-in-design-15d04ac71039

• Seth Godin: This Is How You Create a Remarkable Product: https://www.businessinsider.com/seth-godin-this-is-how-you-create-a-remarkable-product-2012-10

• Discover the Spotify model: https://www.atlassian.com/agile/agile-at-scale/spotify

• Beam: https://beam.org/

• Affinity: https://affinityghana.com/

• Crime and Punishment: https://www.amazon.com/Crime-Punishment-Volokhonsky-Translation-Classics/dp/0679734503

• Midnight’s Children: https://www.amazon.com/Midnights-Children-Modern-Library-Novels/dp/0812976533

• Barbie: https://www.imdb.com/title/tt1517268/

• Arc browser: https://arc.net/

—

Production and marketing by https://penname.co/. For inquiries about sponsoring the podcast, email podcast@lennyrachitsky.com.

—

Lenny may be an investor in the companies discussed.

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—

Tim Holley is VP of Product at Etsy where he leads the Etsy buyer experience. With a tenure spanning more than a decade, Tim has seen the company through many transitions (both in culture, in leadership, and in growth), and his team’s product changes have had a significant impact on buyer retention, conversion, and global expansion. In this episode, we discuss:

• Lessons from navigating corporate culture shifts

• How Etsy capitalized on the explosive growth of e-commerce during the pandemic

• Marketplace learnings: when to focus on supply vs. demand, optimizing conversion, and more

• How Etsy solves the “graduation problem”

• Tips for hiring product managers

—

Find the full transcript at: https://www.lennyspodcast.com/inside-etsys-product-growth-and-marketplace-evolution-tim-holley-vp-of-product/#transcript

—

Where to find Tim Holley:

• LinkedIn: https://www.linkedin.com/in/timholley/

—

Where to find Lenny:

• Newsletter: https://www.lennysnewsletter.com

• Twitter/X: https://twitter.com/lennysan

• LinkedIn: https://www.linkedin.com/in/lennyrachitsky/

—

In this episode, we cover:

(00:00) Tim’s background

(04:23) Tim’s time away at SoulCycle and what led him back to Etsy

(06:34) Lessons from the 2017 culture shift at Etsy

(12:15) Etsy’s guiding principles 

(13:32) How Etsy adapted to increased demand during the early days of mask mandates

(16:38) What Tim learned about managing stress with his team during the pandemic

(18:46) Lessons from building a thriving marketplace

(21:47) Prioritization at Etsy

(24:37) Supply constraint vs. demand constraint 

(28:43) Conversion wins

(33:27) Experimentation at Etsy

(37:58) Acquisition and top-of-funnel tactics

(39:44) The seller referral program

(40:33) Etsy’s habit loop framework

(44:11) How they set themselves apart from other marketplaces

(51:23) Retaining sellers 

(53:23) The defunct Etsy studio

(55:18) Running the product team

(57:20) Who the decision maker is 

(1:01:20) What Tim looks for when hiring PMs 

(1:03:03) A reflection exercise Tim does with his teams

(1:05:08) Lightning round

—

Referenced:

• Etsy: https://www.etsy.com/

• SoulCycle: https://www.soul-cycle.com/

• Inside the Revolution at Etsy: https://www.nytimes.com/2017/11/25/business/etsy-josh-silverman.html

• Ronny Kohavi on Lenny’s Podcast: https://www.lennyspodcast.com/the-ultimate-guide-to-ab-testing-ronny-kohavi-airbnb-microsoft-amazon/

• How to Kickstart and Scale a Marketplace Business – Part 3: https://www.lennysnewsletter.com/p/how-to-kickstart-and-scale-a-marketplace-911

• Team of Teams: New Rules of Engagement for a Complex World: https://www.amazon.com/Team-Teams-Rules-Engagement-Complex/dp/1591847486

• Let My People Go Surfing: The Education of a Reluctant Businessman: https://www.amazon.com/Let-People-Surfing-Education-Businessman-Including/dp/0143109677

• The Power Broker: Robert Moses and the Fall of New York: https://www.amazon.com/Power-Broker-Robert-Moses-Fall/dp/0394720245

• Yellowstone on Paramount+: https://www.paramountnetwork.com/shows/yellowstone

• Nara Baby app: https://naraorganics.com/nara-baby-tracker

• Huckleberry app: https://huckleberrycare.com/

—

Production and marketing by https://penname.co/. For inquiries about sponsoring the podcast, email podcast@lennyrachitsky.com.

—

Lenny may be an investor in the companies discussed.