Metrics are only as strong as the questions behind them.
→ CSAT without NPS = blind to loyalty.
→ NPS without CSAT = blind to pain points.
Red flag: acting on bad input because the metric “looked good.”
Asking the wrong question is worse than asking none. Wrong signal, wrong…
🤑 𝐒𝐭𝐨𝐩 𝐛𝐮𝐢𝐥𝐝𝐢𝐧𝐠 𝐟𝐨𝐫 𝐫𝐞𝐯𝐞𝐧𝐮𝐞. 𝐒𝐭𝐚𝐫𝐭 𝐛𝐮𝐢𝐥𝐝𝐢𝐧𝐠 𝐟𝐨𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬.
I was listening to Nicolas Daniel, CPO at Etsy, on a podcast today.
And he said something that stuck with me:
“As CPO, my goal is not to expand profit.
My goal is to…
KPIs aren’t the goal.
They’re the instrument panel.
The real craft is matching the dial to the journey:
→ Wrong KPI = false confidence.
→ Right KPI = clarity, even in failure.
Red flag: when leaders use KPIs to impress, not to learn.
If you don’t define KPIs by your…
I once ran an experiment to improve retention.
We tracked downloads instead.
It looked good, until users churned.
The lesson:
→ Define the learning first.
→ Choose the KPI second.
Red flag: when you celebrate growth but don’t validate hypotheses.
If KPIs aren’t tied to…
KPIs are not universal.
They’re contextual.
The wrong KPI tells you nothing.
Or worse, it tells you the wrong story.
→ If you’re testing activation: measure first-session depth, not MAUs.
→ If you’re testing retention: measure week-4 stickiness, not downloads.
→ If you’re…
This clipping from years ago caught my eye.
When a passenger complained about British Airways’ new 747 design having lavatory windows without blinds, the stewardess replied:
“Madam, if some pervert is clinging to the side of this aircraft at 35,000 feet, they deserve to see…
💻 𝐖𝐡𝐞𝐧 $𝟏𝟎𝟎𝐁 𝐛𝐮𝐲𝐬… 𝐲𝐨𝐮𝐫 𝐨𝐰𝐧 𝐜𝐡𝐢𝐩𝐬.
Nvidia just announced it will invest up to $100 billion in OpenAI 🤦🏽♂️.
The headlines paint it like an “historic partnership” and “next leap forward for intelligence.”
But if you scratch the surface a bit, you will…
🎯 𝐖𝐡𝐞𝐧 𝐑𝐨𝐚𝐝𝐦𝐚𝐩𝐬 𝐥𝐢𝐞: 𝐂𝐡𝐚𝐬𝐢𝐧𝐠 𝐫𝐞𝐯𝐞𝐧𝐮𝐞 𝐯𝐬 𝐜𝐫𝐞𝐚𝐭𝐢𝐧𝐠 𝐫𝐞𝐚𝐥 𝐯𝐚𝐥𝐮𝐞
There’s nothing a CEO or lead loves more than hearing the roadmap is full of opportunities, features that promise to turn “low-hanging fruit” into tens of thousands of…
🎾 𝐌𝐨𝐫𝐞 𝐩𝐞𝐨𝐩𝐥𝐞, 𝐥𝐞𝐬𝐬 𝐢𝐦𝐩𝐚𝐜𝐭. 𝐓𝐡𝐞 𝐭𝐞𝐧𝐧𝐢𝐬 𝐛𝐚𝐥𝐥 𝐟𝐚𝐥𝐥𝐚𝐜𝐲.
Imagine this: you take three perfect tennis balls and start cutting them into pieces to “fit more.”
Sounds absurd, right? Of course!! The goal isn’t to have more balls lying around;…
👓 𝐋𝐞𝐬𝐬𝐨𝐧𝐬 𝐟𝐫𝐨𝐦 𝐟𝐚𝐢𝐥𝐞𝐝 𝐝𝐞𝐦𝐨𝐬
Everybody has been in a messy situation with demos, me, almost every week, and this time was the turn of Mark Zuckerberg.
He walked on stage at Meta Connect 2025 to showcase the company’s vision for AI-powered Ray-Bans and…
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