Question 1

What are the key takeaways from Gia Laudi's episode on Lenny's Podcast?

Accepted Answer

1. Traditional funnels and pirate metrics put the business at the center rather than the customer, failing to account for post-acquisition retention and expansion 2. Improving messaging and targeting to attract better-fit customers can dramatically increase trial-to-paid conversion without touching the product itself 3. Your best customers for research are happy, paying users who signed up recently enough (3-6 months) to remember what life was like before your product 4. Map the customer journey as a story of falling in love with the product, with measurable KPIs at each milestone so you can catch people when they fall off 5. Customer research doesn't have to be slow - focused surveys can deliver decisive insights in two to three weeks that transform your growth strategy

Question 2

What does Gia Laudi say about customer-centricity and metrics?

Accepted Answer

"The problem with funnels and pirate metrics is that nobody knows what those mean. It puts every customer in the same sort of buckets. It assumes that all customers and all products are the same. It puts businesses at the center of the business versus putting customers at the center. It's about the values of the business, not the value to the customer." - Georgiana Laudi "Recurring revenue businesses, you cannot think about marketing and growth and the business overall as ending at acquisition. Otherwise, you're not in business anymore. The vast, vast majority of these models don't take post-acquisition retention, expansion, all of that into account." - Georgiana Laudi "We shortened the trial from 30 days to seven. The conversion on the website went up with this new messaging by 89%. But the thing that I love the most is that we didn't even touch anything after the signup experience. The trial-to-paid conversion rate increased 40%, and we didn't touch it. It was just because a more qualified, better fit customer was coming through the door." - Georgiana Laudi

Question 3

What are Gia Laudi's views on customer-centricity, metrics, funnels?

Accepted Answer

Georgiana Laudi: "The problem with funnels and pirate metrics is that nobody knows what those mean. It puts every customer in the same sort of buckets. It assumes that all customers and all products are the same. It puts businesses at the center of the business versus putting customers at the center. It's about the values of the business, not the value to the customer."

Gia Laudi

Customer-led growth | Georgiana Laudi (Forget The Funnel)

TRANSCRIPT

Gia Laudi

Customer-led growth | Georgiana Laudi (Forget The Funnel)

Gia Laudi

Customer-led growth | Georgiana Laudi (Forget The Funnel)

TRANSCRIPT

Gia Laudi

Customer-led growth | Georgiana Laudi (Forget The Funnel)