Success story: Secret shopper audit
The audit that paid for itself many times over
A secret shopper audit found the small mistakes that were quietly costing clients, and gave Shane a roadmap to fix them.
Shane Hummus
Owner, Content Growth Engine
6 figures+
Projected added lifetime value
1 audit
Onboarding, CSMs, and coaches reviewed from the client’s side
Quick fixes
Small mistakes caught before they turned into churn
“If you’re on the fence with this, it’s just an absolute no brainer for the price. We easily will get multiple six figures, and probably more, over the lifetime of our company. Just from this alone.”
Content Growth Engine is a coaching, consulting, and agency business that helps busy business owners grow and make money on YouTube.
The situation: retention looked fine from the inside
Shane wanted his clients to get the best possible experience, and he wanted to find the problems before his clients did. He knew that small issues, the kind clients notice but never mention, shape how a company is perceived from day one. Left alone, they lead to cancellations and refund requests. What he did not have was an outside view of his own client journey, from onboarding to ongoing support.
What GetCSM did: a secret shopper audit
Shane hired GetCSM for a customer success audit. Alex went through Content Growth Engine’s operation as a client would: the onboarding process, the performance of the CSMs and coaches, and the overall experience at every touchpoint. Instead of a generic report, the audit came back with the specific mistakes that would give a new client the wrong first impression, and easy, quick fixes for each one.
“He discovered some really small mistakes that aren’t enough for our clients to actually say anything, but probably would sort of give the wrong impression of us to our clients right off the bat, which can lead to a lot of problems online, can lead to people canceling, people asking for refunds.”
Shane Hummus, Owner, Content Growth Engine
The results: clarity on retention, ascension, and onboarding
Shane came away with a clear roadmap: how to improve retention, how to move clients up to higher tiers, and how to build a better onboarding experience. The mistakes were small, which is exactly why they had gone unnoticed, and fixing them was fast. Shane projects the changes will add multiple six figures in lifetime value across his client base.
Ready for your own success story?
Book a 30-minute call. Bring your biggest customer success challenge and we will give you clear advice, whether or not you hire us.
