"How Do I Know If My Customers Are Actually Happy?"

0:00Or who? Are you next? >> Yeah. >> Oh, later. >> Um so, we run an online program where we set up ads. >> Yeah, exactly. Um and we do the coaching for private practice owners. >> Mhm. >> And I was wondering what's the best way you found to measure like customer success and happiness and be able to like develop the program you're running? >> I care very little about customer happiness. >> Okay. >> Um I care about whether they buy again. >> Okay.

0:26>> And so, if you think about it, like measuring customer happiness feels like it's kind of a fear thing. It's like you just like what I really like customer customer happiness really means I want my CSAT score to be above X. It's like, all right, well, then that's what I am trying to optimize for. So, it's like I want to maximize the ascension rate while making sure that this >> KPI stays >> neutral. And so, if you're measuring any kind of indicator, you always want to have paired metrics. So, a classic example is like speed and quality. Is you want things that offset one another.

0:56And so, for me for content, for example, it's like I want to have as many views as possible as long as our CPMs are high cuz then I know that it's business owners. Right? And so, for your business, it's I want to maximize how many people ascend and retain while keeping our CSAT scores really high if that's what you want to do our NPS scores. >> Makes sense. >> If you like this video and you're business owner who wants to break through your current revenue ceiling, I distilled every lesson from scaling 10 businesses past 10 million and three businesses past 100 million into a completely free scaling road map that I've used to go from zero to one, zero to 10, and zero to 100 plus. And so, you can click here and you can check it out.

1:29Again, absolutely free. And since you're business owner, appreciate you and enjoy.