Michael Mizrahi (00:00):
Hello, everyone. August 11th, 2023, Friday Forum. Josh is out today, so covering for him, but he’ll be back next week.
(00:10):
I guess we’re halfway through the summer, so making good progress on Q3. I’m excited to jump into it. So as a reminder, this is a Friday Forum. This is our weekly time to celebrate recent achievements, hear from members, from partners, share a culture, get on the same page, get on the same level. We have these other forums and outlets for connections, so Monday metrics meeting, you can always catch those recordings on Monday afternoons. We’ve got the Async updates. Reminder that each team puts together Async updates in the Friday Forum Async that gets sent out, so project level updates can always be found there, and there’s a ton more detail, and you should definitely check that out to stay up to speed.
(00:49):
Jumping into recent achievements this month. So for July, we have results in. We ended up seeing 8% day-adjusted month-over-month growth from June, so adjusting for days of the month compared to June, saw 8% growth, not hitting our target of 10, but getting within striking range. We have a lot of work to do to get that on track for August, but a lot of efforts are underway, and we’ll talk about a handful of those in the forum, and Tom has a growth section specifically to get into some more detail. So those are the results from July. Other achievements this week. We shipped the levelshealth.com homepage, so updated homepage if you haven’t seen it. I encourage you to check it out. There’s a new what’s included panel with very clear pricing, updated graphics, nice new imagery of our advisory board, and a ton of updated content, some FAQs, so all of that really with a focus on conversion, customer education, and improving the checkout flow, and our website was due for a refresh after a number of years, so good to see all that, and hats off to the team that put that in place, brought that back in-house from the agency, and now a lot of that is now manageable, so levelshealth.com relaunched.
(01:59):
We have a consolidated projects database. This was previously the engineering database, also the product database, so this has gone through a few iterations. You’ll now find it in the top levels notion, and we’re going to be tracking all company projects here, so for now, engineering and products have all their initiatives. We’re moving operations projects in, and more and more want to get each function contributing their projects here, so it’s clear what their KPIs are, what they’re working towards, and we have very clear steps for validation and shipping and making progress against our goals, so you’ll find that in Notion and a lot more to come there.
(02:33):
Product work this week, a lot of focus on Terra integration, so that work continues and is making progress. One thing I didn’t note on Levels Health, by the way, is that signupv4 is the project on deck for the end of this month, so a lot of that work is scoping and underway, and that’s a fast follow to the web page itself, the home page landing. On the op side, we’re now available in six additional states, a lot of states that members have been asking for for years, Hawaii, Nevada, Alaska, Arizona, Washington, D.C., Puerto Rico, so excited to bring Levels to those members. We have hopefully some latent demand in those states that have been reaching out to support for a number of years. This comes as a result of updates to StudyMD’s telemed async regulations and their reading of the rules as they change, so excited to bring Levels to those number of states. We are restricted in some states that we were previously in, so we’ve lost four states, and that may affect some members who would need to renew their prescriptions once they hit their membership term, but otherwise this is just part of the space that we’re in.
(03:35):
Other update from growth, bringing performance marketing, content creation, and just the entire performance marketing function entirely in-house. We were previously working with an agency, learned a lot over the course of the last month and a half or so, but we’re going to bring that inside in terms of content creation, media buying, tracking our funnel metrics through and through, so a lot of ownership, a lot of work to get this done by the team, a lot of different functions contributing, and so we’re excited to see that. We’re already shipping some results of that project, so getting this user-generated content documentation and guidance out to members, we can use a lot of that UGC to recut our own ads, so that’s underway.
(04:13):
On the metrics front, you’ll see some results for meta, so blended CAC coming down, conversions, meta reporting are improving. We also put call to actions on our blog to link to the product itself. For a long time, there wasn’t a clear connection to many members reading our blog that we actually had a product available for sale, and so that call to action is connecting the dots, and we’ve seen big improvement from June when we started implementing that, so that’s up 50%, and obviously, we need to drive that all the way through to conversion, and that’s all the other projects that are underway. And then finally this week, Levels Labs has been renamed, repriced, ready to be re-released, so you’ll find that landing page here. Braden’s been working on emails, process improvements, and setting up for the next seven to eight weeks of driving this towards a growth trajectory, so there’s a lot of upside to be had on Labs. Excited to see it, and the progress is being made.
(05:05):
Okay, that’s it on the recent achievements. A few of these screenshots, the top right here, Haney and the content team posted two new articles this week. This first one, Does Blood Sugar Matter If You Don’t Have Diabetes? This is an important one to check out that follows up on the ultimate guides. This has been a long requested piece, SEO optimized, and really a great explainer that’s a little bit more approachable for some of our well-performing pieces, so this one I recommend you check out. We’re working with some new SEO tools, some backlinks. You’ll see screenshots of the new website here. A ton of new onboarded affiliates this week, Josh Axe, Melinda Parrish, Reysu, 35,000 followers, 28,000 followers for Eric. Melinda is a model mom fluencer, low-carb enthusiast, whole foods diet focused. Eric, YouTuber as well, biohacker. And then Josh Axe is a physician, an author, podcast host. So excited to have those affiliates on board and a number of projects pushing on the affiliate side to do spot bonuses and engagement to really drive affiliate signups up. So good work from the partnerships and growth team there.
(06:12):
And then Casey has been getting to work on podcasts, and a lot of those should start hitting in the next few weeks. And so some of those will be released, but you’ll see the Model Health Show, Dr. Gabrielle Lyon, and a handful of others on the schedule as well. So we know podcasts have been a really good source of signups for us over the past few years. A lot of engagement comes from them. Members are very likely to convert and very aware of what they’re purchasing once they’ve listened to a podcast. And so excited to see how that performs as an acquisition channel as we lean into it again for the month of August. So those should start soon.
(06:48):
Other than that, landing pages and a handful of other social media mentions. But that’s it on the recent achievement slide. So packed week. It’s always interesting putting these together where you kind of start out wondering what we’ve got for the week, and then it really comes together. There’s a lot going on on a weekly basis. So good work to everyone on all the progress here.
(07:07):
Next up, Culture and Kudos. So Zac, happy two-year. Been a great two years, thrilled to be working with you. I think the whole team really appreciates all you’ve put in, and so much has changed in the time that since you’ve joined. A lot of impact and a lot of shifting of roles and responsibilities. So happy to see you here. Here’s to many more, and thanks for all the work. A shout out for Justin. This is really leaning into the eng ownership principle and value that we’ve been focusing on. There was a thread where it was surfaced that the strenuous exercise and the scoring on those zones wasn’t exactly right, and we weren’t calculating it the way that we saw we were. And if you go into that, there’s actually a bunch of other pain points that are raised. And Justin, Lynette, a handful of others made some suggestions and hopped in to fix it. So really good to see that we’re taking action on all the little things. These all really add up and taking ownership in the product. If you see a surface that doesn’t feel right, if you see copy that’s kind of wonky, we are all owners and responsible for that. So kudos to Justin and the whole team for keeping up that customer obsession focus and taking ownership on fixing those things.
(08:15):
And finally, kudos to Mercy. Incredible ownership on driving conversions. We had that Austin hackathon a few weeks ago. One of the tactics there was just cold emailing members who were abandoning carts in the funnel. She can see that data in Stripe. And so there was a thread with a bunch of brainstorming and suggestions on what we can do. And then Mercy chimed in and said, yep, I’m doing this daily and have already converted 20 plus members using this code. And I’m just doing this from my Gmail straightforward right from the Stripe dashboard. It takes me five minutes. And so that kind of grit, hustle, focus, and just silent execution is awesome to see. So great work, Mercy. Thanks for exhibiting that value and that culture in action. And thanks for driving those signups. As we know at the numbers that we’re talking, every single signup matters in getting us on the right trajectory and moving towards compounding growth. And so these numbers are no joke. So good work, Mercy. And thanks for leading the way there. All right. That’s it for culture and kudos.
(09:08):
Top company priority. Does this get us a 10% month over month growth for everything you’re working on? Is this contributing to growing the company? Is it high impact? And if you’re not sure about that, speak up. But otherwise, this is our company focus. And we are laser focused on it for the next few weeks and months until we get on this track. So this is just a reminder to keep that at the forefront every day when you get to work. All right. Moving into validated projects. Juan, the stage is yours.
Juan Gomez (09:43):
Hey, everyone. So I’m going to talk about the 220 increase experiment that we tried like two weeks ago. And the theory was that currently there’s some confusion between the membership price and the CGM’s price. So we wanted to see if we can raise it to 220 and get the revenue increase without hurting conversions. And in reality, we saw that our users are highly price sensitive. And we saw a 30% lower total revenue and conversion rate. Yeah, almost 30% in both metrics. And so in the end, we killed this option. And we realized the learning is that users are highly price sensitive. Users are also probably very primed to the 199 price. They have a long sales cycle. They have been seeing the 199 price for a long time. So seeing the 220 is very shocking. And they were probably bouncing straight away. And the other thing is that doing pricing experiments is hard. There’s always some confusion for users. They’re going to see the two prices if they go to the Levels app from two surfaces, like the mobile device, a desktop device, a friends device. So there’s always some noise that gets through these kind of experiments. And going forward, we will probably try another price experiment, but going down probably 180. And we will see if the users are price sensitive, but in the opposite direction, and we see a big spike in conversion rate.
Michael Mizrahi (11:29):
Awesome. Thanks, Juan. The disambiguation of the 199 is something we’ve heard from members many, many times over the years. And so this experimentation is helping get us to the right place. A lot of the learnings from this also going into the sign-up before, which is the current focus, and then the next surface area to improve on. So yeah, thanks for the work. Thanks for the report. And onwards. All right. Next up, function update from Chris on member experience. So a day in the life. Chris, tell us what it’s all about.
Chris Jones (12:03):
Thanks, Miz. So I’m up next to talk a little bit around the function and also what it is I do all day long besides drinking my homemade Bulletproof coffee. Oh, so good. It keeps me metabolically stable. So member experience in a lot of companies can mean a lot of different things, and they all have different flavors. So I’m going to talk a little bit around kind of how I think about it at levels. So next slide, Nes. So first up, at the simplest terms, I think a member’s experience of trying to keep our members happy but doing that while trying to achieve our goals and also within constraints. And what I mean by this is if the goal was only keep members happy, you can do that by throwing a lot of money at it, making their product free, having endless support and hiring armies of people to kind of do whatever you need. And we’re running a business, so it’s that fine balance with limited resources and also trying to grow members of how do we keep them happy across the entire funnel.
(13:08):
So this is not just about a good support experience. It’s really I think about end to end. Are they confused about pricing? Are they getting good value? Is the app working? Are they able to get help and support kind of through all their kind of life cycles? How are we as a company kind of standing up and helping them in that journey and keeping them and really kind of keeping them happy?
(13:31):
Next slide. So diving into kind of some of the fixes around kind of functions of this role. In a lot of companies when people talk about member experience, it really is only the support function. It’s really kind of the primary when people talk about member experience or customer experience. Usually they’re basically saying it’s the support team. With levels, I look at it in several different angles. Support is probably the biggest part of the team. Whether it be autonomy, staffing, are we hitting our happiness scores or service levels giving back? Do we offer a phone? Do we offer chat? Do we have a help center? Operations, this is the are we getting products to them on time? Are orders going through the system? Is it flowing to where when they order something, it shows up in a great box and a great experience and it’s working smoothly.
(14:23):
Now, an area that you don’t often see kind of member experience kind of showing up in companies is kind of much more on the two sides around analytics. Whether that be member-specific insights around NPS, product feedback, what are members saying, surveying, which is more of like a member research function, but also kind of generically around business analytics. Snowflake dashboards, doing ad hoc data pulls, helping people with SQL. And as I think about this, like I remember when Miz and my first talked about coming to levels and he’s like, well, Chris, what is it you want to do because you wear so many different hats? And we kind of designed the role around member experience to try to help kind of bring in a lot of those different things versus it being isolated to just things like support. So that’s why a lot of times you’ll see me kind of bounce from topics and on lots of different comps and threads, because I’m really kind of trying to look end to end across all these different functions around kind of where can we help our members.
(15:21):
Next slide. Oh, okay. I was like, wait, I had another slide in there. So within the functions, I tend to wear lots of different hats. So primarily you might, first I might think of, I am a, you know, kind of oversee a team and have a manager at one point, like 10 people. So I think of like coach and mentor, I spend a decent percent of my time in one-on-ones helping to grow the team. Are they being challenged? Are they being supported? What skills do they want to learn? What projects are they working on? How can I kind of help them through the, you know, the daily projects that they’re doing? And so that’s kind of the first thing if I think about where I spend my time. Next, the, where I probably have the most fun is the cheerleader entertainer part of it. So life is too short to be in jobs that are a drain and you don’t really enjoy. So to the degree that I can try to add a little bit of humor and encouragement and make it a little bit more fun place to be, I get a lot of fun in this. So this is trying to not take work too seriously. Like it is a job, but we should try to have a little bit of fun with it. And then lastly, the therapist slash kind of friend for probably anyone who’s sat in a one-on-one with me, I’ve probably at one point said, all right, like, you know, come on into my office, you know, get on the couch, put your feet up and just like, tell me what’s on your mind. I really kind of, you know, I mean, in the end of the day, I care about the people that work here is my number one thing I’m solving for. And how can I kind of help them in their journey and be the best they can at levels and be challenged and also like beyond like where they go from here. So and this goes not only for the people on my team, but for everyone in the company. I spend a lot of time trying to reach out and trying to help people, but these are kind of the roles that I kind of try to wear, you know, as I think about the function around what is we do, but how do I do it? And that’s my update.
Michael Mizrahi (17:27):
Awesome. Thanks, Chris. I think you said it there at the end, but the impact is well beyond your team alone. And I think you’ve set a nice standard for what like management and leadership looks like at levels and coffee chats, connecting with other managers, kind of setting the tone. So, yeah, thanks for the walkthrough. And this is all this last slide, all in addition to the core work itself, right? All the data analytics, all the member sentiment, the MPS pieces. So thanks for all that. And thanks for the insight. All right. On to growth.
Tom Griffin (17:58):
Can I get a quick refresh?
Michael Mizrahi (18:02)
Sure.
Tom Griffin (18:03):
Just wanted to add a couple of references last minute.
Michael Mizrahi (18:10):
No problem. I think you’re good. Hang on a second and go for it. Cool.
Tom Griffin (18:17):
All right. Jump on in. Next slide. So going to keep this relatively high level, but also cover a pretty large surface area in terms of our focus areas across growth, noting that for a deeper dive on key metrics and functional area updates, stay tuned for the revamped investor update next week. Today, we’re going to just talk through like, again, high level, how we’re tracking against month over month targets, any updates to our strategy, a brief like July scorecard in terms of how those focus areas performed and then some next steps. Okay. Next slide. All right. So as Ms. mentioned, we finished July at a month over month growth rate of 8% on a day adjusted basis. So we almost got to 10%, noting that 11% on adjusted basis. I’m calling both of these numbers out because internally, I think it’s important that we have the most accurate and granular view of our progress, which is that day adjusted number. But I spoke to Riley yesterday and we may be reporting out in terms of our investor update, the non-day adjusted basis, because that’s what our financial model and projections look at. So just a heads up there in terms of why you might see that 11% number. But internally, we’re going to be orienting around the day adjusted.
(19:39):
And then August. So in terms of where we stand right now, we’re going to be reporting out again on a daily basis moving forward. So this is active in comms right now. And in terms of the first 10 days of August, we’re currently at 3.6% in terms of that day adjusted after 10 days of data. The first week in August was pretty flat. The second week has been at around 8% to 9% growth from July. So we’re trending in the right direction, but we’ve got a lot of work to do. But we feel good about what’s in store for the rest of the month. Zooming way out, I think just the candid outlook right now is that we feel good about gaining some momentum and showing growth over the last six weeks or so, but we’ve got a long way to go in terms of proving that we can consistently grow month over month, not just in July and August, but through the remainder of the year and into 2024.
(20:29):
Next slide. All right. So just briefly, I want to review how priorities have changed in terms of entering into July versus entering now into August. And for the most part, they haven’t, but there are a few updates to call out here. So namely, we’re deprioritizing user referrals for the time being for a couple of reasons. We want to increase velocity of experimentation on the signup flow. Also, we want to wait for our NPS to recover a bit, at which point we think user referrals are going to be higher ROI. We also like the idea of using a blood panel incentive for user referrals. So we want to wait a little longer for Brayden to run some of those initial experiments on demand before investing further there.
(21:12):
We’ve added email as a core focus area. It was sort of in maintenance mode and some lightweight experiments, but we’ve added it as a core focus area, I would say for a couple of reasons. So early experiments to drive conversions directly from blog and YouTube channels suggest that that’s going to remain a top of funnel long game, and it’s not going to be an immediate near term growth driver. And then a related point is just our hypothesis is that there’s a lot more low hanging fruit in terms of better nurturing that content audience via email towards purchasing rather than putting our efforts towards trying to get people who are on our blog or listening to a whole new level episode to purchase the product immediately. We are still investing in blog and YouTube as top of funnel and frankly experimenting in terms of conversion tactics, but we’ve shifted some resources from Haney and Tony away from those experiments.
(22:10):
Next slide. Okay, so before we look at some progress to date in July, I wanted to just shine a light on some data that’s informing our approach, but I don’t think it’s been shared like very explicitly in forums. So this chart is survey data. Sorry about that. This is survey data from people who have purchased levels and reflects the length of time between when people hear about levels and when they purchase. So the takeaway is simply that a significant percentage of people take a long time to consider this purchase before actually buying, which is not terribly surprising and intuitive, but good to put some data behind this. So 50% of people take over a month and 30% of people take between three to 12 or even beyond 12 months between when they hear about us and when they purchase. So this impacts how we think about strategy. So for example, investing more in better nurturing people via email rather than trying to get them to purchase right away from hitting one of our top of funnel surfaces like the blog, as well as just the timeline for measuring results. So for example, we need to be careful to not abandon longer term top of funnel strategies, even if they’re not driving immediate attributable revenue within a period of two to four weeks.
(23:26):
Next slide. Okay, so this also speaks to just kind of the balancing act that we need to do between being focused on immediate short term tactics to hit our numbers today, this week, this month, and then the longer term bets that we believe are going to contribute to a sustainable growth engine that is compounding over the order of multiple months and quarters. Next slide. So these are just some examples, not comprehensive at all, but how this kind of shakes out in practice. And specifically, I wanted to call out some of the tactics over the last couple of weeks that fall into that more like short term bucket. So for example, abandoned car calls or sending, you know, personal emails from Gmail accounts, rather than like automated drip campaigns, providing software only access, despite it not being like fully available in the signup flow. And specifically, just wanted to shout out the support team, as Ms. did a bit at the start of the call, who’s bared some of this burden at times, and also just acknowledge the effort that they’ve been putting in to drive meaningful results. So again, I think the mercy example is a great one who’s been doing manual outreach and opening herself up to calls and texts as well.
(24:38):
Next slide. Okay, so moving through some of these focus areas, and specifically, evaluating them in this slide only through the lens of whether or not they move the needle on July revenue. And just noting that I’ll talk a little bit more about kind of the next steps on each of these in the next slide. So website and signup is red from July. So we slowed velocity in July, June and July as a result of everything from technical challenges that we hit also, in addition to some major team transitions on that side of the house and a resetting of our priorities. And then we only ran one experiment, which is not enough, we want to be running more experiments than that in a given month. And it was unsuccessful. That was the pricing experiment that Juan gave the overview of. On the performance marketing side, this is a bit of a mixed bag right now. So we are seeing improving CAC according to Facebook, which is good and shows that our ads are getting more efficient, but we’re not seeing the same level of corresponding incremental growth that we would expect based on the performance that Meta is providing us. So we’re going to continue to evaluate results here over the next month or so before making any final decisions on kind of how we want to allocate budget over the next couple of months.
(25:59):
We also hired an agency that’s been working with us for the last six or so weeks on creative, which has been unsuccessful overall. We don’t love the creative they’re producing and it’s also not performing as well as a creative that we’ve been producing in house. So we’re bringing that content creation back in house. On the partnerships front, we had a rebound month and hit our 10% target. So we’re seeing some promising momentum there. And hopefully a lot of the onboarding of new partners that Jack and Mike are doing are going to bear fruit in August. Email, again, is a new focus area and had a number of bright spots in July, both in terms of some of those automated life cycle marketing flows like abandon cart, or even experimenting with the newsletter, as well as some of the more manual and personal outreach.
(26:45):
Our first three podcast or interviews did not drive immediate revenue, which while disappointing, doesn’t change our strategy for now, given the impact that we’ve seen in the survey data. So over the last six months consistently, we see at least like 10% of people saying that they heard about Levels through a podcast interview. And in most of those months, we’re not seeing any attributable conversions to those interviews. So this remains a strategy, even though it was disappointing that we’re not seeing immediate conversions coming off those specific links in those podcast interviews.
(27:23):
And then lastly, and similarly, excuse me, on the blog and YouTube front, some of the initial experiments there to drive immediate conversions off of those services were not a home run, but we’re seeing measurable top of funnel growth in terms of viewership, blog visitors, YouTube viewers, et cetera, as well as, as Miz mentioned, getting more people into our funnel and aware that Levels makes a product versus just being like a source of health information or recipes, et cetera. All right, next slide and last slide. All right, so how does this translate over the next four or so weeks? Going to run through this quickly. So website and sign up. Sign up before. This is the big thing to be looking out for by the end of the month or early September. So this will be a full redesign, simplified, clarified pricing, and then also testing a monthly option, which will be our biggest swing in terms of pricing in a long time. Performance marketing, as mentioned, bringing in-house creative production, a focus on UGC, and then also further platform diversification. So we don’t want all of our eggs to be in the meta basket.
(28:31):
So Tony is leading the charge on more experimentations over the next couple of weeks on TikTok and YouTube. Partnerships were scaling experiments generally in terms of onboarding and new partner promos. And then also running some affiliate contest competitions over the next couple of weeks in August to drive urgency. So this will be a very interesting experiment to see if we can replicate this month over month. On the podcast tour front, we’ve got about double the releases in August. And then we’re also going to likely be experimenting with different types of calls to action. So rather than just driving people towards purchase, potentially driving towards email acquisition through a giveaway. And then again, we can nurture those leads on the email front, more actively nurturing of these email leads. For content, this is going to be a big part of the top of funnel strategy, not only for website visitors, but for the email strategy. So we’re going to be driving a lot more email capture, again, rather than just trying to get people to purchase directly from, say, listening to a whole new level episode. And then in terms of the content that we are producing in order to make sure that we’re still growing our top of funnel viewership, it’s going to be a bit more lower funnel content. So I think the example of the blog article about why someone without diabetes would want to be tracking blood sugar is a good example of that type of content rather than maybe a recipe article. And then lastly, just a quick note here around blood work, since I know it’s top of mind for everyone. I think people know this, but Brayden is going to be testing demand over the next two months before we make any further investment on the engineering side of things in terms of like getting this into our top of funnel signup flow strategy. All right, that is it. I know that was a lot.
Michael Mizrahi (30:11):
Cool. Thanks, Tom. The growth marketing team really firing on a lot of cylinders and a lot of surface areas here. So we’ve all got your back and thanks for the update. It’s super helpful. All right. No meaningful hiring updates, maybe opening up R&D roles in the near future, but nothing changed for the core business. That said, if you know someone who might be a fit for levels, we still get a ton of resumes on a weekly basis and we are sorting through them. We’ll keep an eye open, but we don’t have any roles posted, but folks can still submit. That’s it for today. We don’t have any guests, so we’re right on to individual contributions way ahead of schedule. I’ll stop the share and we can use as much time as we’d like to catch up as a team. We’ve got pretty solid attendance, so if you want to speak up, go ahead and throw your hand up, professional or personal, encouraged, whatever you’ve got.
Sam Corcos (31:03):
I think the thing that I’m most excited for on the work side is I think we’re starting to turn the corner on a lot of these product initiatives. I don’t know how many of you saw Marillo’s retro on his project, but we’re starting to build net new projects that people are really starting to like. And we have logging improvements on the roadmap. We have accountability on the roadmap very soon. So a lot of our first net new projects since this big strategic shift are in the pipeline now, which is really exciting. On the personal side, I hosted a dinner, a salon dinner last night, and Rob was able to make it, and so was Miz, and it was a good one. So thanks for coming out.
Robert Lustig (31:51):
It was great, Sam. Thank you so much. It was really, really wonderful. And you too, Miz. Likewise. Go for it, Chris.
Chris Jones (32:02):
On the professional side, Tom, that was a great update. Fully agree with Miz that the growth team has a lot of different services that they’re firing on. So we’re just happy that we can help in some areas. But that’s exciting. We’ve got a lot of swings out there as opposed to like, all right, we’re betting everything on this one thing to work. On a personal side, it’s been a fun couple of weeks with the third new dog, and that the difference of going from two to three, it’s like probably with kids, it just, they’re crazy, but they’re a lot of fun. And I’m excited to get my wife back. It’s been now almost three weeks since I’ve seen my wife as we pass each other in the airports. So she gets back on Monday. So that would be great.
Michael Mizrahi (32:51):
Thanks, Chris. Go for it, Casey.
Casey Means (32:55):
Good morning. Man, I feel like the thing that is getting me so jazzed up this weekend is the abandoned cart calls. I think I have 15 this week, and it’s just like such a, it’s such a, it feels like such a privilege and just always so motivating to talk to people. And the abandoned cart people are especially interesting because they’re sort of like sniffing out levels and they’re not quite sure yet. And they’re basically trying to find a solution and they’re sort of still in their process. And it’s just incredible to hear, I think how much people look to levels as this thing that might really be able to transform their life and their pain points. And there’s been some really interesting themes that have emerged. I think that one thing that’s kind of feels like it’s really hitting me is that there’s so many like of our sort of marine demographic, this perimenopausal, postmenopausal woman who just feels really like they’re being let down by the system and they’re looking for better solutions. And so that’s been really interesting to just kind of noodle about how we can help them.
(34:02):
One interesting thing, I think, cause I interviewed Gabrielle Lyons who’s like the muscle centric medicine doctor this week for a whole new level about her new book, Forever Strong, which is amazing. And definitely makes me wanna add up my resistance training. But I’ve been asking pretty much every woman, do you resistance train? And almost none of them do. And so it really feels like there’s something there with this kind of like unlock with muscle building and protein. And that’s just something that’s definitely on my mind these past couple of weeks. Also, as it pertains to those abandoned cart calls, I just wanna send the biggest shout out to the support team. I’ve been tagging support in a lot of the calls about little like followup stuff. And literally within like an hour, like Taylor, Sunny, Lynette, others are like in there solving problems, emailing the member, so proactive. And I’ve just been like completely blown away and inspired. I mean, the support team is always firing on all cylinders, but like just the level of care and proactivity is just like, it’s astounding. And I just want you to know how much you inspire me and huge, and the positivity also. It’s just like, I always feel happy after getting a note from someone on the support team. And I’m just very grateful. Also wanna shout out Tony. I’ve had several whole new level reportings, one with Rob coming up soon with about Ozempic that was incredible. And Sean Stevenson and Gabrielle Lyon and Tony just makes the whole whole new level process like so amazing and easy. And it’s just the most professional person ever, jumps on, gets everything sorted. And I just, I’m also just so inspired. So yeah, that’s pretty much it for me. I’m in town in LA this weekend and I’m out of office starting next Wednesday for a week of vacation in Kauai. So I’m very excited about that.
Michael Mizrahi (35:49):
Awesome. Thanks, Casey. Have a great trip. And that was an awesome set of shout outs one after the other. So thanks for sharing those. Thumb me up. I’ll jump in on the professional side. The app is feeling great and I am using it a ton lately. One update I didn’t mention is that Kozima released the internal NPS survey results that we’re running now to track internal usage. I can definitely count myself in the camp of like feeling great about glucose graph. Like every Firebase build that comes out, I’m excited to download and see what’s new. And there’s iteration within the week which is kind of cool in the timeline and some other things. So hats off to the team working on that. There’s a lot of front end changes that I’m seeing there that are just fun and exciting to unwrap each day. And the app feels great. So I’m happy about that. On the personal side slash work related, I threw it in water cooler, but the new Atiyah podcast with Oliver Berkman of 4,000 Weeks, we did his book club a year ago and this was a great refresher and fun to hear Atiyah talk about productivity and time management and not a health topic. So they’re very closely related. But that was a fun one. So enjoyed getting back into the podcast mix with that this week.
Tom Griffin (36:56):
I would say like in short, just excited about the rate of experimentation on the growth side of the house. So we’ve got a lot of irons in the fire and like we’ve started really over the last couple of weeks to bias towards taking more swings and taking bigger swings. And so I’m just very excited and curious to see how a lot of these experiments play out over the next couple of weeks. And on the personal side, honestly, mine was going to be similar to yours, Miz. I’ve digested a couple of great podcasts recently, including that Atiyah episode. And I was on kind of like a multi-month podcast interview hiatus, which did not feel good. And it feels really good to be back in the information flow.
Micheal Mizrahi (37:44):
It comes in waves. Go for it, Justin.
Justin Stanley (37:48):
I just want to say like working on like the zone card iterations and all the fixed jank stuff like Cosima, Lynette, Victor, they’re always like in like solution feedback mode. And it’s very, very helpful. So yeah, I just want to give a shout out there and anybody else who I missed, but I feel like they’re just like always, you know, right in there giving responses. Personally, yeah, I don’t know, like nothing really much going on. It’s rainy here and I have a headache and for the weekend, I guess, so I can get over this headache, but yeah, that’s about it.
Michael Mizrahi (38:27):
Nice. Take it easy and feel better.
Galit Lukin (38:39):
Personally, my sister’s in town, hence the mess. And yeah, it’s going to be a fun Miami boat, beach, pool weekend. That’s it.
Michael Mizrahi (38:53):
Nice. Have fun. Love the office slash guest room combos that we’re all used to now. Mike, let’s hear it.
Mike DiDonato (39:01):
Yeah, so I guess two things. So I’ll plug the app. I’m definitely seeing it as well. So I think like four plus years, I have like a handful of days without CGM. So I’ve always used the app, but this year it was just like super slow at times and it was a chore. And now it’s like super quick. And even with me being on a three hour delay, I’m still going in and logging, which is really cool. So I’m excited that getting the calendar view at the top back is really neat. So love it. And the team’s crushing it. And then I guess, yeah, just like a plug for, I might be a little bit biased, but for all of the UXR calls that we’re doing, I spoke to a ton of people and specifically very early on in 2020-ish, 2019, it seemed like it was a huge flywheel for us, like multiple reasons to do that. A, learning from our members, building rapport with our members. And then just for the team, like I think Casey said, really is energizing to do that and like see the actual impact that we’re having and then getting that feedback. So I just love that we’re all doing it. It’s getting back to our DNA of being member centric.
Michael Mizrahi (40:15):
Awesome. Along those lines, Stoddy leading an effort to kind of organize all of our services for talking to members. We’ve got card abandon calls, UXR calls, community feedback calls, onboarding, everyone on support. We’ve got at least like eight or nine different options to connect with members. And so we’re gonna add some structure around that coming pretty soon. And everyone should be speaking to members regularly and we’ll make that easy and a little bit more systematized. So stay tuned for that, but incredibly important. And yeah, thanks Casey for the notes on that. And Mike for reiterating. And we’re good to go. Have a good Friday forum, everyone. Have a good weekend. Enjoy the rest of your Friday and catch you next week. See ya.