2.5x Lifetime Value increase

The key to winning is frequency or iteration.

The faster we make small incremental improvements the more compounding we get.

I’m Nick Avaria, agency owner, and founder of Agency Acquisitions. Every week I share a client story, insights, and tips into scaling your agency faster. For exclusive video content, make sure you hit Subscribe on my YouTube channel.

Even a 1% improvement done 200 times gets you a 730% increase. 

Small changes add up. This may seem rhetorical, but it's not.

What if you have 40 clients that give you feedback each month?

After 5 months you already have 200 opportunities for a 1% gain each. 

Most don’t capture this opportunity. But the best do.

This is where the client feedback loop comes in - see image below:

If you want to watch the in-depth 7 min YouTube you can find it here.

It all starts with NPS (Net Promoter Score).

If you want to know more about this see last week's newsletter where I gave away my full NPS SOP (standard operating procedure).

In short: 

Clients score you out of 10 and if they give you a 6 or below they are a flight risk.  

I personally consider a 7 a retention risk. At 9 and 10 you ask for referrals.

You call the client for qualitative feedback.

If they scored us a 9 or 10 we ask for a Upsell/Referral/Testimonial.

We compile the feedback and communicate it to our internal teams.

Then we work with our teams to amend the product / service process based on feedback.

This creates the interactive loop to improve on client experience, expectation setting, and education.

This seems simple but it has a lot of nuance. More importantly it just works.

If you want the full walkthrough in full nuance and context here’s the link again:

Have questions about implementing this in your agency? Reach out for ways to get started.

Nick