KPI driven growth

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Helped startups get to traction

TransferWise is the leading global platform in international money transfers

£3bn@nilanp

£135m@nilanp

300+ routes@nilanp

How TransferWise was born

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How we grow

Evangelism is the biggest driver of growth

We’ve systemised Word of Mouth

growth using NPS

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Would you recommend us to your friends?

1 2 3 4 5 6 7 8 9 10

Detractors Neutral Promoters

Would you recommend us to your friends?

1 2 3 4 5 6 7 8 9 10

Detractors Neutral Promoters

TotalPromoters - Detractors

= NPS

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If promoters > detractors we WILL

grow

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N.B. This is not easy

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It works ! (But barely)

It works ! (But barely)

It works withno significant issues !

It works ! (But barely)

It works withno significant issues !

It works. Wow that was slick

It works ! (But barely)

It works withno significant issues !

It works. Wow that was slick

You’ve just blown my socks off that was incredible

What drives recommendation ?

Rational Emotional

Rational Emotional

Product Brand

Rational Emotional

• Speed• Cost• Currencies• Convenience

• Brand

Rational Emotional

• Speed• Cost• Currencies• Convenience

• Ownership• Pride

Ownership + Pride = Evangelism

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How do we operate ?

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We work in autonomous independent teams focused on KPIs that make our customers happy and drive our growth

60@nilanp

301@nilanp

TEAM CURRENCY

KPI: Currency volume

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TEAM Virality

KPI: Viral co-efficient

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Fee Credit

146043

Fee Credit

TEAM BUZZ

KPI: Number of customers through word

of mouth

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Tooling

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BUILD YOUR OWN

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Team’s need to build their metrics.

In order to own their metrics

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Learning

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Each team is a learning organisation, trying to

understand what matters to a customer, how to change behaviour and drive growth

Our biggest challenge ? How to incentivise learning and failing

Onwards