The Personality of Your Product: A Guide to Building Fun and Engaging Social Products with Net Promoter Score

The Personality of Your Product: A Guide to Building Fun and Engaging Social Products with Net Promoter Score

When it comes to building social products, there is one crucial factor that can make or break its success - fun. Your customers must describe your app as being fun, as it is a basic feeling that you must achieve. So, what is the personality of your product? Take a moment to pick a few words in your own mind and then ask your teammates what they think. The answers may surprise you.

In addition to fun, there is another metric that can help you gauge the success of your product - the Net Promoter Score (NPS). NPS is the gold standard of customer experience metrics and is measured with a single-question survey. The scores range from -100 to +100, with a higher score being desirable. The question asked is, "How likely is it that you would recommend [Organization X/Product Y/Service Z] to a friend or colleague?" Respondents give a rating between 0 (not at all likely) and 10 (extremely likely).

Promoters, as the name suggests, respond with a score of 9 or 10. These are your loyal and enthusiastic customers who are likely to recommend your product to others. Passives, on the other hand, respond with a score of 7 or 8. They are satisfied with your service but not happy enough to actively promote it. Detractors, with a score of 0 to 6, are unhappy customers who are unlikely to buy from you again and may even discourage others from doing so.

Now, let's connect the dots between the personality of your product and the Net Promoter Score. The personality of your product depends on the leader of your product team. Just as a leader's personality can influence the culture and values of a company, it can also shape the personality of a product. If your product team embodies qualities like fun, enthusiasm, and a customer-centric mindset, it is more likely that your product will be perceived as fun by your customers.

So, how can you ensure that your product exudes a fun personality and receives a high NPS score? Here are three actionable tips:

1. Foster a Fun and Customer-Centric Culture: As a product leader, it is crucial to create a work environment that encourages fun and prioritizes the needs and preferences of your customers. By fostering a culture that values creativity, innovation, and a deep understanding of your target audience, you can ensure that your product reflects these qualities.

2. Continuously Improve and Iterate: Building a fun and engaging social product is an ongoing process. Regularly gather feedback from your customers through NPS surveys or other means, and use this feedback to drive improvements and iterate on your product. By staying in touch with your customers' evolving needs and preferences, you can keep your product fresh, relevant, and enjoyable.

3. Empower Your Customers to Become Brand Evangelists: The ultimate goal of a high NPS score is to gain loyal customers who become brand evangelists. Encourage your satisfied customers to share their positive experiences with others through word-of-mouth, social media, or online reviews. Provide them with incentives or rewards for referrals, and create a community where they can connect with like-minded individuals who share their enthusiasm for your product.

In conclusion, the personality of your product plays a crucial role in its success. By embodying qualities like fun, enthusiasm, and customer-centricity, you can create a product that resonates with your target audience and receives a high Net Promoter Score. Foster a fun and customer-centric culture, continuously improve and iterate on your product, and empower your customers to become brand evangelists. With these actionable tips, you can build a social product that not only delights your customers but also drives loyalty and advocacy.