Customer love, delight, superfan, promoter.
No matter what you’re building, it’s tempting to aspire for your customers to love your product. We want them to be delighted, to endorse or recommend, to become a superfan or a promoter. And it’s not always realistic.
Overusing “love” as a metric feels disrespectful to me. It’s ignoring the reality of how customers make decisions and how they talk with each other about the things they do and use.
Words matter. When we ask the wrong question, we get misleading answers. Worse yet, we signal that we ‘don’t get it’ – that we are accidentally or willfully pursuing our goals over that of our customers.