Word of Mouth Hacking lessons from building Udemy, Lyft and Sprig

!@gaganbiyani

My Background

Co-founder and CEO, Sprig

Growth Advisor, Lyft

Co-founder and President, Udemy

Path to a High Growth

1 Find product/market fit

2 Identify primary growth strategies

3 Scale, baby, scale!

No more Cheating

No more Cheating

No more Cheating

Customer Experience

Focus breeds Success

Press%14%%

Friend%63%%

Newsle2er/NextDoor%10%%

Founders%3%%

Other%3%%

Facebook/Twi2er%7%%

Source: survey to new customers 2/6-2/10. 98 respondents. Question: “How did you hear about us?”

User life cycle

before they buy first purchase

referral repeat purchases

User thought cycle

I hate change what is this?

oh dude you should totally check this out

what was the name of that app again?

Application to Marketing

advertising conversion

virality retention

Interview Questions"Tell me a little about yourself" (What do you do for a living? Where do you live? Where do you work? Roommates/married/kids?)!!"Tell me about your dinner habits. What did you eat last night? Last weekend?”!!"Tell me about your food delivery experience. What do you think about your current options?”!!"Tell me about your daily life. What do you read? Where do you go when not at work/home?" (Cafes? Bars? Blogs? Newspapers?)!!Explain Sprig.!!"What would you think about [ordering Sprig]?" (Positives? Negatives? Questions?)!!"What suggestions do you have as we try to market Sprig to people like you?"

Lyft Los Angeles

20% cheaper than taxi

reliability

fist bump, pink mustache high quality drivers

Traction by week

$0##

$5,000##

$10,000##

$15,000##

$20,000##

$25,000##

$30,000##

0#

500#

1000#

1500#

2000#

2500#

4*Nov# 11*Nov# 18*Nov# 2*Dec# 9*Dec# 16*Dec# 6*Jan# 13*Jan# 20*Jan# 27*Jan# 3*Feb# 10*Feb# 17*Feb# 24*Feb#

Meals&per&week&

Repeat#Customers# New#Customers# Revenue#

gaganbiyani@gmail.com @gaganbiyani

Thank You