Please don't do promotional voting or commenting in HN threads. We ban accounts and sites that do that. The comments are especially bad, because HN users are expert at sniffing out that kind of thing, which makes the thread unsalvageable even if the work is good.
If Drift is measuring success with 'customer love' I'm curious how or if they looks for lack of success to inform their decisions, especially since you also mention that sometimes evidence shows when to pivot.
Drift's ability to simply and repeat their message had always impressed me. They've scaled faster than almost any other B2B SaaS company I've ever seen. Excluding Slack.
https://news.ycombinator.com/newsfaq.html