Every business should have 1 or 2 key metrics that are your “north star” at any given time. Right now ours is Net Promoter Score… because it is the simplest way to gauge overall happiness of our clients. In the spirit of transparency, we recently had 2 of the worst NPS ratings we’ve ever had in our 3+ years in business. In this episode, I discuss what I saw, why it happened, how we track NPS, and also dive into the psychology of negativity in success. Listen to our other episodes at

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