Vlad Tenev

But yeah, I'm not sure.

Probably to some degree, maybe it could have helped 20%.

I don't know if those magic words existed.

I think we were just in a really tough spot.

I think the moment I picked up my phone and it was just buzzing with all the hate texts, it was probably too late to do much about it.

I think the brand recovered.

There's still people that bring it up for sure, though.

Wow.

How many years ago was it?

Five years ago.

Yeah, so it's not completely gone.

We look at this thing called net promoter score.

What's that?

So it's basically a measure of product loyalty.

You ask people how likely are you recommend something or there's another version of it.

Like if this product disappeared today, how unhappy would you be?

And if they say 8 out of 10, 9 out of 10, or 10 out of 10, they're considered a promoter, and they're like 100 points.

If it's 6 or under, they're a detractor.

And if it's 7 or 8, they're neutral.

So it's a little bit of a contrived measure, but directionally, it's pretty useful.