Hey Reader

I've been focusing on having conversations with my audience recently, and, as always, I've been surprised by some of the insights I've been gleaning.

For example, when I asked a successful coach how she was collecting and tracking customer feedback, she told me: "I don't need feedback forms. I talk to my clients all the time."

That made me pause.

Because, sure, when you're having daily conversations with your people, it's easy to feel like you know what's on their minds.

You're asking questions. They're sharing what's going on with them. It sounds like a conversation.

But here's an uncomfortable truth—

Your clients don't want to spend their coaching calls giving you feedback about your offer.

Sure, the positive feedback might flow freely.

People are happy to gush about how much they love your program.

...the wins they've seen so far.

...how their bookkeeper is amazed by how quickly their income has rebounded.

But those quietly annoying UX issues?

The way the group calls sometimes drag?

The fact that it seems like a few people in your container aren't quite ready for the conversations you promised?

They keep those insights to themselves... Right up until they're filling out the "why I'm not renewing" form...

...or worse, responding to a post about your program over on Reddit. 😬

Look, I know you're not trying to avoid feedback.

You want to know what your clients are thinking.

But when you're running a coaching business at scale, hoping people will speak up on calls isn't a strategy.

It's a liability.

Because the clients who ghost?

They often do so after you miss one too many moments to turn the relationship around.

(What's that T. Swift/Bon Iver lyric? " – You never gave a warning sign. – I gave so many signs. So many signs... 👀)

The good news?

You can fix this. Without adding more calls to your calendar or needing to hire someone focused exclusively on customer success.

​I just published a breakdown of the 4 ways we help our clients gather the feedback that actually matters.

I'm talking the kind of feedback that:

🗣️ Flags at-risk clients before they cancel
🗣️ Identifies superfans ready to upgrade
🗣️ Helps you convert more cold traffic at the top of your funnel
🗣️ Shows you exactly how you can optimize your offer based on what your paying customers actually want (not your own guesses or AI's assumptions)

And I share exactly how we implement these strategies without taking up any more time in your day.

​Read the post: Why customer feedback matters more than AI for your coaching business →​

You'll see exactly where feedback loops will get you the biggest ROI, what questions to ask, and why trying to DIY this actually costs you more than hiring it out.

Talk soon,

Katie

P.S.

Speaking of audience feedback, if you didn't answer last week, could you let me know now?