“Love” is the wrong metric
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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.
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About this essay
If our goal is to solve problems and make peoples’ lives better, we need to be realistic about the variety of forms that can take.
““Love” is the wrong metric” was written by Cindy Alvarez. Read the original at cindyalvarez.com. Copywork shows the text so you can practice by retyping it word for word; all rights stay with the author.