learning from the mob. growth and customer happiness — shadi patterson
TRANSCRIPT
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Learning from the MobGrowth and Customer Happiness
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Привет!I’m Shadi
Digital Nomad, UK, Growth n’ Data SaaS | eCommerce | Apps
Rainmakers.io & @shadalabad
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“In the casino, the cardinal rule is to keep them playing and keep them
coming back. The longer they play, the more they lose. In the end, we
get it all.
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What do these have in common?
GrowthThe rate at which you grow. Whether that be based on user base, employees or revenue.
Customer HappinessThe be all and end all. The most important part to any business’s, especially a startup’s, Growth Strategy. Making sure your Customer’s succeed.
The Mafia60’s through to the 80’s ran Las Vegas and it’s casinos. The pioneers of what we know today as Growth Strategy and AARRR.
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Why Customer Happiness?
◉ Everyone is doing it wrong◉ Completely neglected◉ Most room for improvement◉ Will lead to those core users, adopters
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Imagine
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THE COMP
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Comp Tiers
Free Value (Opt-in)
Free Drinks
Time using the service
Free Meal
Extended time or spending
Full RFD
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Tier 1It’s the thing one can create once. This is your ‘foot in the door’, getting that email address, getting them into the demo, creating that lead.
THE TWO MOST IMPORTANT STEPS
Tier 2The ‘AHA’ moment. They’re never left alone. Value is provided to it’s fullest.
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Be like Buffer
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Work it outThe Comp is a Long Run calculation
1. CPA (Cost per Acquisition)
2. LTV (Life time Value)
3. Cost of our services (Server
time, employee hourly)
4. TC (Comp Cost, the Total cost of
the Comp)
Total Cost (TC) = CPA + Cost of service
Profitable cost of comp is when (LTV - TC - expected cost of comp) is above 0.
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Always get FeedbackBe Personable Build momentum
LET’S REVIEW SOME CONCEPTS