# Groww CEO: Love or Hate Your Customers, or Lose _Groww CEO Lalit Keshre emphasizes that startups must evoke strong customer emotions, love or hate, to succeed, as indifference leads to failure._ **Published:** 2026-06-15 **Source:** https://www.startuphub.ai/ai-news/artificial-intelligence/2026/groww-ceo-love-or-hate-your-customers-or-lose --- In a candid discussion at Startup School India, Groww CEO Lalit Keshre shared a critical insight for founders: "If Your Customers Don't Love It or Hate It, You've Already Lost." This powerful statement underscores the vital importance of strong customer sentiment, emphasizing that lukewarm reception is a recipe for failure in the competitive startup arena. Startup CompetitionDriver fierce market requires more than just politenessFrom the article 3 mentionsKeshre elaborated on this philosophy, explaining that a startup's success hinges on creating products that elicit a passionate response, whether positive or negative.leads toCustomer IndifferenceDriverthe true enemy of startup successFrom the article 8 mentionsIndifference from customers is the true enemy.avoidStrong Customer SentimentContextcustomers must love or hate your productFrom the articleIn a candid discussion at Startup School India, Groww CEO Lalit Keshre shared a critical insight for founders: "If Your Customers Don't Love It or Hate It, You've Already Lost." This powerful statement underscores the vital importance of strong customer sentiment, emphasizing that lukewarm reception is a recipe for failure in the competitive startup arena.requiresBuild for PassionCorecreate products that elicit strong emotional responsesFrom the article 3 mentionsHe illustrated this by explaining that the goal is not to build what customers directly ask for, but to understand their deeper needs and anticipate their desires.Listen DeeplyCoreunderstand underlying needs beyond explicit feedbackFrom the article 2 mentionsHe advised founders to listen between the lines of customer feedback, understanding the underlying needs and desires that may not be explicitly articulated.Startup SuccessOutcomeachieve growth through passionate customer engagementFrom the article 3 mentionsKeshre elaborated on this philosophy, explaining that a startup's success hinges on creating products that elicit a passionate response, whether positive or negative.enablesFoster LoyaltyEffectFrom the articleThis deeper understanding allows for the creation of products that truly resonate and foster loyalty, rather than simply meeting a transactional demand. Keshre elaborated on this philosophy, explaining that a startup's success hinges on creating products that elicit a passionate response, whether positive or negative. Indifference from customers is the true enemy. He advised founders to listen between the lines of customer feedback, understanding the underlying needs and desires that may not be explicitly articulated. This deeper understanding allows for the creation of products that truly resonate and foster loyalty, rather than simply meeting a transactional demand. The full discussion can be found on **YC**'s YouTube channel. ![](https://img.youtube.com/vi/ObBAxL2dFzw/maxresdefault.jpg) Groww: If Your Customers Don't Love It or Hate It, You've Already Lost, from YC ## The Power of Strong Customer Sentiment Keshre's core message revolves around the idea that a startup must strive to create something that customers either deeply love or intensely dislike. The middle ground, where customers are merely indifferent, signifies a lack of impact and a missed opportunity. He illustrated this by explaining that the goal is not to build what customers directly ask for, but to understand their deeper needs and anticipate their desires. This customer-centric approach, he argued, is fundamental to achieving product-market fit and building a sustainable business. The video highlights the crucial role of customer feedback in shaping a product's trajectory. Founders must actively seek out and interpret this feedback to refine their offerings. Keshre's perspective suggests that a truly loved product will generate strong opinions, driving engagement and advocacy. Conversely, a product that fails to evoke any strong emotion is unlikely to gain traction or build a loyal user base. ## Building for Passion, Not Just Politeness The CEO's advice is a stark reminder to founders that building a successful product is not about pleasing everyone. It’s about creating something so compelling that it sparks a reaction. This requires a deep dive into customer psychology and a willingness to iterate based on nuanced feedback. The ultimate goal is to build a product that becomes indispensable, fostering a community of passionate users who advocate for the brand. --- Original analysis from [startuphub.ai](https://www.startuphub.ai), the #1 AI startup directory.