MemCast
MemCast / episode / insight
Companies must choose their primary constituency: employees, customers, or investors
  • Early HubSpot over-indexed on employee happiness (#1 on Glassdoor)
  • Realized customer NPS of 25 vs. employee NPS of 60 was misalignment
  • Shifted comp plans to tie to retention/NPS
  • Requires conscious tradeoffs between constituencies
Brian HalliganLenny's Podcast00:55:35

Supporting quotes

We were very employee centric more than customer centric in the first several years Brian Halligan
I would give up 10 points of employee net promoter score to get 10 points of customer net promoter score Brian Halligan

From this concept

Cultural Evolution at Scale

Brian traces HubSpot's intentional shift from employee-centric to customer-centric culture, revealing how metrics and rituals must change as companies grow beyond startup phase.

View full episode →

Similar insights